Group Reservations Agent

FIVE Hotels and Resorts; Dubai; On-site; AED 18,000 - 22,000; Full time

Job summary

FIVE Hotels and Resorts in Dubai is seeking a Group Reservations Agent to connect with guests, manage extranet channels, and convert inquiries into confirmed bookings across our luxury destinations.

You will work with the Revenue and Reservations team to ensure 24-hour responses, upsell opportunities, and accurate reservation data in Opera PMS, delivering a seamless guest journey at FIVE.

Qualifications

• 1-2 years experience in a luxury hotel environment is a plus.
• Proficient in Word, Excel, and Outlook; strong knowledge of Opera PMS.
• Impeccable communication skills in English, with a customer-centric approach.

Responsibilities

• Manage communications via extranet platforms (Booking.com, Expedia, etc.) with accuracy.
• Act as the initial touch point for group reservations.
• Proactively contact guests within 24 hours of arrival to confirm reservations and requests.
• Respond promptly to sales inquiries and uphold FIVE’s service standards.
• Handle guest communications across multiple channels within 24 hours.

Skills

Communication

Leadership

Organisational skills

Attention to detail

Customer service

English fluency

Hospitality

Tools

Opera PMS

Genesys

MS Office

Job description

Dubai, United Arab Emirates | Posted on 08/31/2026

Are You Ready fora Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive byDesign, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality andSetting the Gold Standard across the Industry.

Join the FIVETribe - and Get Ready to Make Waves.

The Candidate

A Driven Self-Starter, you haveExcellent Communication, Leadership and Organisational Skills. As an AstuteCreative and Critical Thinker, you can Conceptualise and Implement InnovativeSolutions in a Fast-Paced Environment. Not even the Smallest Detail EscapesYour Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A‘Can-Do!’ Attitude Coupled with An Inherent Flair for Taking Ownership MakesYou a Highly Motivated Go-Getter.

Your Outgoing and Approachable Natureenables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuringthat Their and Your Journey at FIVE is nothing short of Sensational. Joiningour Revenue and Reservations team as a Group Reservations Agentwill Empower you to deliver Exceptional Experiencesacross our award-winning Lifestyle Destinations. Jump on Board and Unlock yourPotential in a Buzzing Environment that will take your Career to New Heights!

Compensation

• A fixedmonthly salary of AED 1,800 offeredas part of this exciting career opportunity.
  

What We’re Looking For

• 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.
  

Key Responsibilities

• 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.
  

The Team

‘FIVERs’ areCultured yet Chic, Confident yet Self-Effacing, and Work Hard to Play evenHarder. As a FIVE Tribe Member, you'll Personify the distinct ‘Vibe at FIVE’and apply it to create Insta-Perfect Experiences for our Guests that keeps themComing Back for More. If you Dream of being surrounded by Like-MindedIndividuals who share your Passion for Delivering Unforgettable Moments thatlast a Lifetime – then Look No Further and Unleash your Next-Level Potential.

FIVEis a leader in Sustainable Luxury Hospitality and Entertainment, with 100% ofits Dubai and Zurich hotels certified LEED Platinum, the highest green buildingrating globally. FIVE's Dubai properties run on 100% solar power through theUAE's only hotel I-REC Agreement with DEWA.

In2023, FIVE Holdings received an 'A' ESG Rating from ISS, the world's highestESG rating out of ISS' 7,000+ universe of rated entities. With the acquisitionof the Pacha Group, FIVE Holdings will continue to scale its Sustainable Indulgencestrategy into new frontiers, as The Group drives global 2050 Net Zero action,now.

An Equal Opportunity Employer

The FIVE Tribe represents over 80+ nationalitiesacross its over 3000 ‘FIVERs.’ FIVE is Committed to Hiring a Diverse andInclusive Workforce as an Equal-Opportunity Employer. Accordingly, FIVE doesnot discriminate based on disability, race, age, sex, gender, sexualorientation, ethnicity, religion or belief, nationality, marital status, or anyother basis protected under national or local laws. Ranked 8th on the GreatWorkplaces in the UAE 2024 list of Large Organisations, the FIVE Tribe is morethan a group of people working together – it is a Family bonded by commonValues and Goals, Celebrating People, Culture and Diversity.

About FIVE Hotels andResorts

FIVE Hotels andResorts prides itself on being Disruptively Different and Daringly Unique. OurGrowing Portfolio of Lavish Destinations are the epitome of Glamour andExperiential Luxury, and currently consists of FIVE Palm Jumeirah, FIVEJumeirah Village, FIVE Zurich and FIVE LUXE. Joining our Exceptional FIVE Tribemeans you are part of a team who Breaks Boundaries and offers UnbeatableNext-Level Experiences at FIVE’s award-winning Hotels, Dining Concepts, and360-Degree Immersive Nightlife Venues. As part of the Accomplished FIVE Tribe,you will be part of a group of High Achievers who Fearlessly ChallengeConventions on a Global Stage.

Findout more here: fivehotelsandresorts.com