Group Reservations Agent

FIVE Hotels & Resorts; Abu Dhabi; On-site; AED 20,000 - 24,000; Full time

Job summary

FIVE Hotels & Resorts in the United Arab Emirates seeks a frontline Reservations/Guest Services professional to deliver exceptional FIVE-star guest experiences. You will handle multi-channel inquiries, manage reservations in Opera PMS, and promote hotel services to enhance guest satisfaction.

Requirements include 1–2 years in a luxury hotel environment, strong English communication, call center experience, and familiarity with OTAs.

Qualifications

• 1-2 years experience in a luxury hotel environment is a plus.
• Proficient with Opera PMS for reservations and guest data.
• Experience with Genesys contact center software is advantageous.
• Fluent English with excellent verbal and written communication.

Responsibilities

• Handle guest inquiries across phone, email and chat channels with 24-hour response targets.
• Promote hotel services and upsell offerings to maximise revenue while maintaining FIVE’s standards.
• Enter reservations accurately into Opera PMS and maintain up-to-date guest information.
• Coordinate with Front Office and Finance for refunds and credit checks, ensuring transparency.
• Deliver legendary FIVE-star guest experiences with proactive, detail-focused service.

Skills

Luxury hotel experience

Call center experience

Excellent communication

Fluent English

Upselling skills

Tools

Opera PMS

Genesys

Word

Excel

Outlook

Job description

Job description

Your Journey Starts Here.

This Isn't Just A Role - It's APosition Within A Global Lifestyle Powerhouse.

At The Group, you'll operate at the crossroads ofculture, entertainment, and commercial ambition - contributing to an ecosystemthat spans hospitality, entertainment, real estate, and beyond.

The Opportunity

A Platform for Those Who Deliver.

Whetheryou're in a frontline role, a specialist function, or a leadership position,every role presents an opportunity to make a meaningful impact.

Compensation

• A fixed monthly salary of AED 2,000 offered as part of this exciting career opportunity.

Roles and Responsibilities

You Take Ownership. You Deliver WithPrecision.

Youapproach your responsibilities with discipline, a clear understanding of whatthe business requires, and a consistent attention to quality - workingcollaboratively and focused, at all times, on delivering meaningful output.

• Previous experience of 1-2years in a Luxury Hotel environment in a similar role, is a plus.
• Computer literacy, with amastery of Word, Excel, and Outlook, while possessing an exceptional knowledgeof Hotel PMS, specifically Opera.
• Previous Call Centreexperience and knowledge of Genesys will be Advantageous, demonstrating aStrong Commitment to Luxury Service Standards.
• Impeccable communicationskills, both verbal and written, with fluent, accent-neutral English required(proficiency in additional languages is a plus).
• An elevated and energeticConversationalist, engaging Guests with lively discussions.
• A Welcoming and EnthusiasticEnergy that sets the tone for a Sensational Guest Experience.
• Exceptionalorganisational skills, and a passion for delivering “FIVE-Star” GuestExperiences.
• A Proactive Nature, coupledwith a meticulous Eye for Detail, ensures every aspect of the Operation isperfectly curated.
• Creative solutions and takeownership of all duties and tasks assigned, while ensuring an unparalleledJourney at FIVE.
• ‘FIVE-Styled’ Visionarythinking by finding creative solutions, while taking Ownership for all dutiesand tasks assigned.
• Familiarity with Online TravelAgencies (OTAs) and other hotel-related systems is Advantageous.
• Ability to deliver ExceptionalGuest Services by Embodying values such as Empathy and a Customer-Centricapproach.
• Strong familiarity with theDubai market is Highly Advantageous.
• Creative solutions and takeownership of all duties and tasks assigned, while ensuring an unparalleledJourney at FIVE.
• Exceptional skills inImproving Customer Satisfaction and Driving Profitability, showcasing acommitment to Industry-Leading Standards.
• Targets an attainment of 85%or higher on mystery shopper evaluations.
• A hands-on attitude, fuelledby a ‘Can-Do!’ Spirit.
• ManagesCommunication through extranet platforms (Booking.com, Expedia, Trip.com,Airbnb) with a keen Eye for Detail and Efficiency, ensuring all messages arehandled with Precision.
• Actsas the Initial Touch Point for Room Reservations within the Group,
• Makesproactive contact with Guests arriving within 24 hours to Confirm reservation andSpecial Requests, thereby enhancing their Sensational Experience.
• Deliversexceptional Service by responding Promptly and Positively to sales inquiries,adhering to FIVE’s World-Class Standards.
• Handlesall Guest Communications across multiple channels (phone, email, WhatsApp,etc.) with a Commitment to respond within 24 hours, with “FIVE-Styled” flair.
• Cultivatesexceptional Guest Telephone Skills, Adeptly promoting the Hotel with everyinteraction.
• AddressesGuest queries, requests, and complaints regarding Reservations with utmost Courtesyand Efficiency, ensuring any Dissatisfaction is minimised and Promptlyescalated to Supervisors when necessary.
• Employssophisticated selling, up-selling, cross-selling, and negotiation techniques toMaximise Revenue, while staying true to FIVE’s visionary Standards of Service.
• Maintainsa Comprehensive and Up-To-Date knowledge of FIVE’s rates, promotional offers,packages, and facilities, ensuring all Information provided is Accurate and Enticing.
• Conductsdaily checks on Extranets, reviewing today’s arrivals and yesterday’scheck-outs to maintain Flawless Operational Flow.
• EnsuresMeticulous Accuracy in entering Reservation Details into FIVE’s propertymanagement system, reflecting our Commitment to Operational Excellence.
• Performsa variety of daily Reservation and administrative tasks as assigned by theSupervisor or Manager, ensuring Seamless Operations and Guest satisfaction.
• Coordinateseffectively with the Finance Team regarding refunds and credit checks, ensuringfinancial transactions are handled with Transparency and Integrity.
• Liaiseswith Front Office Teams to communicate Pertinent Guest information, includingfeedback, arrival times, and VIP arrangements, ensuring a Bespoke Guestexperience.
• Participatesactively in Training Programmes and Departmental Meetings as required,demonstrating a Commitment to Continuous Personal and Professional Development.
• Displaysadaptability and flexibility to meet varying Work Demands, embodying a Dynamicand Responsive approach to all tasks.
• Achievesperformance targets (KPIs) aligned with FIVE’s goals, contributing positivelyto the FIVE Tribe’s success and FIVE’s prestigious Reputation.

What Success Looks Like

Be Part of an Organisation ThatRecognises Delivery and Rewards Growth.

You'rebe part of a global, fast-growing business operating across some of the mostdistinctive destinations in the industry, working alongside a diverse,multicultural team united by