Cluster Reservations Agent - InterContinental Hotel & Residences Abu Dhabi

IHG Hotels & Resorts; Abu Dhabi; On-site; AED 89,000 - 134,000; Full time

Job summary

IHG Hotels & Resorts in Abu Dhabi is seeking a passionate Cluster Reservations Sales Agent to manage reservations for the hotel and residences. You will handle calls, emails, and enquiries, assist guests with bookings, and ensure seamless experiences across the cluster.

You'll upsell, maintain accurate reservations, coordinate with Front Office and Sales, and stay informed about offers. Fluency in English is required and a genuine hospitality mindset is essential.

Qualifications

• Experience in Reservations, Front Office, or a similar hotel role.
• Excellent communication and interpersonal skills.
• Strong customer service and sales abilities.
• Knowledge of hotel reservation systems and Microsoft Office.
• Ability to multitask in a fast-paced environment.
• Attention to detail and strong organizational skills.
• Fluency in English; additional languages are a plus.

Responsibilities

• Handle incoming reservation calls, emails, and enquiries professionally and promptly.
• Assist guests with room and residence reservations, amendments, cancellations, and special requests.
• Provide accurate information on room types, rates, packages, promotions, and facilities.
• Maximize revenue through upselling and cross-selling.
• Ensure reservations are correctly entered and maintained in the system.
• Coordinate with Front Office, Sales, Revenue, and other departments.
• Follow up on reservation enquiries and potential business opportunities.
• Maintain up-to-date product knowledge of hotel and cluster offerings.
• Handle guest concerns professionally and ensure appropriate follow-up.
• Adhere to IHG standards, policies, and procedures.

Skills

Excellent communication

Interpersonal skills

Sales skills

Multitasking

Attention to detail

Hospitality mindset

English fluency

Tools

Reservation systems

Microsoft Office

Job description

Located in the heart of Abu Dhabi, InterContinental Hotel & Residences Abu Dhabi offers exceptional hospitality, combining luxury, comfort, and personalized service for our guests. We are looking for a passionate and service-oriented Cluster Reservations Sales Agent to join our team and support reservations for both the hotel and residences.

As a Cluster Reservations Sales Agent, you will be responsible for handling guest reservations and enquiries across our cluster, ensuring every interaction reflects our commitment to delivering exceptional guest experiences.

A little taste of your day-to-day:

Every day is different, but you will mainly be responsible for:

• Handle incoming reservation calls, emails, and enquiries in a professional and timely manner.
• Assist guests with room and residence reservations, amendments, cancellations, and special requests.
• Provide accurate information on room types, rates, packages, promotions, and hotel facilities.
• Maximize revenue opportunities through effective upselling and cross-selling.
• Ensure all reservations are accurately entered and maintained in the system.
• Coordinate closely with Front Office, Sales, Revenue, and other departments to ensure smooth guest experiences.
• Follow up on reservation enquiries and potential business opportunities.
• Maintain a high level of product knowledge and stay updated on hotel and cluster offerings.
• Handle guest concerns professionally and ensure appropriate follow-up.
• Follow IHG and hotel standards, policies, and procedures at all times.

What we need from you:

• Previous experience in Reservations, Front Office, or a similar hotel role is preferred.
• Excellent communication and interpersonal skills.
• Strong customer service and sales skills.
• Good knowledge of hotel reservation systems and Microsoft Office.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• A positive attitude and a genuine passion for hospitality.
• Fluency in English is required; additional languages are an advantage.

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.