Cluster Reservation Agent

Minor Hotels; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

NH Collection Hotels & Resorts is seeking a dynamic Cluster Reservations Agent to support the reservations operations of DUKES The Palm, Dubai Hotel and NH Collection Dubai The Palm. You will handle enquiries and bookings across multiple channels, ensuring accuracy and high guest satisfaction.

The role focuses on delivering excellent guest service, maximizing revenue through upselling, and coordinating with multiple departments to ensure a seamless experience for both cluster properties.

Qualifications

• Experience in Reservations, Front Office, Guest Services, or similar hospitality role.
• Experience in 4- or 5-star hotel environment is an advantage.
• Knowledge of hotel reservation/PMS systems and online booking platforms.
• Excellent verbal and written communication skills in English.
• Strong attention to detail and organizational skills.
• Guest-focused with sales and upselling abilities.
• Able to multitask and work effectively in a fast-paced environment.
• Positive team player with the flexibility to support both cluster properties.

Responsibilities

• Handle room reservation enquiries through telephone, email, online channels, and other booking platforms.
• Process new bookings, amendments, cancellations, and special requests accurately.
• Provide guests with accurate information on room types, rates, packages, promotions, and hotel facilities.
• Maximize revenue opportunities through effective upselling and cross-selling.
• Ensure reservation details, guest profiles, rates, payment instructions, and special requests are correctly recorded in the system.
• Coordinate with Front Office, Revenue, Sales, Finance, and other departments to ensure a seamless guest experience.
• Handle reservations from direct guests, corporate accounts, travel agents, and online travel agencies (OTAs).
• Maintain professional communication and respond promptly to guest and partner enquiries.
• Follow hotel policies, brand standards, reservation procedures, and data confidentiality requirements.
• Support both cluster properties according to operational and business requirements.

Skills

Reservations experience

Front Office experience

Guest Services experience

Hospitality knowledge

Tools

PMS systems

Online booking platforms

Job description

Job Location

NH Collection Dubai The Palm

NH Collection Hotels & Resorts showcases captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Thoughtfully designed with an eclectic-elegant atmosphere, our hotels are built to evoke extraordinary feelings — paying great attention to stimulating details that create truly memorable moments.

We welcome business travellers, friends, and couples seeking premium service, and we craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence. If you are passionate about creating those extraordinary moments for every guest, NH Collection is the place to do it. Feel the extraordinary.

We are looking for a dynamic and guest-focused Cluster Reservation Agent to support the reservations operations of DUKES The Palm, Dubai Hotel and NH Collection Dubai The Palm.

The successful candidate will be responsible for handling reservation enquiries and bookings accurately and efficiently while delivering excellent guest service and maximizing revenue opportunities across both properties.

Key Responsibilities

• Handle room reservation enquiries through telephone, email, online channels, and other booking platforms.


• Process new bookings, amendments, cancellations, and special requests accurately.


• Provide guests with accurate information on room types, rates, packages, promotions, and hotel facilities.


• Maximize revenue opportunities through effective upselling and cross-selling.


• Ensure reservation details, guest profiles, rates, payment instructions, and special requests are correctly recorded in the system.


• Coordinate with Front Office, Revenue, Sales, Finance, and other departments to ensure a seamless guest experience.


• Handle reservations from direct guests, corporate accounts, travel agents, and online travel agencies (OTAs).


• Maintain professional communication and respond promptly to guest and partner enquiries.


• Follow hotel policies, brand standards, reservation procedures, and data confidentiality requirements.


• Support both cluster properties according to operational and business requirements.

Qualifications & Skills

• Previous experience in Reservations, Front Office, Guest Services, or a similar hospitality role is preferred.


• Experience in a 4- or 5-star hotel environment is an advantage.


• Knowledge of hotel reservation/PMS systems and online booking platforms is preferred.


• Excellent verbal and written communication skills in English.


• Strong attention to detail and organizational skills.


• Guest-focused with good sales and upselling abilities.


• Able to multitask and work effectively in a fast-paced environment.


• Positive team player with the flexibility to support both cluster properties.