Guest Reservations Specialist – 5-Star Hotel

Reservations Agent - Swissôtel Al Ghurair, Dubai; Dubai; On-site; AED 55,800 - 83,700; Full time

Benefits offered by this job

Employee benefit card offering  / disc

Learning programs through our Academie

Opportunity to develop your talent and

Planet 21 CSR activities

Job summary

Swissotel Al Ghurair in Dubai is seeking a Reservations Agent to handle guest inquiries by phone, fax, and email, and to manage reservations in the property management system. You will confirm, modify, and cancel bookings while maintaining precise records and staying informed about hotel facilities and promotions.

The role requires strong interpersonal skills, reliability, and the ability to work under pressure in a fast-paced environment.

Qualifications

• Minimum 2 years’ experience in the hotel industry (preferably at a 5‑star hotel).
• Strong interpersonal and problem‑solving abilities.
• Highly responsible and reliable.
• Ability to work well under pressure in a fast‑paced environment.
• Ability to work cohesively as part of a team.

Responsibilities

• Answer the phone within 3 rings using the company-approved greeting and reservation script for guest inquiries regarding hotel room reservations or other facility inquiries; handle other reservation inquiries via fax, email, and other channels as directed according to standard operating procedures.
• Process reservations by accurately entering information into the property management system; follow up with reservation confirmations, modifications, and cancellations, updating the system as required and ensuring accuracy according to standard operating procedures and standards.
• Maintain accurate paper transaction records, including any specific reservation requests, amenities, special requests, and advance deposits; complete daily call conversion sheets for each shift; compile reports as directed by the Manager or Supervisor of the department.
• Keep full knowledge of hotel facilities and promotions; proactively stay updated on any changes within the hotel that might affect reservation bookings.
• Participate and comply with training and reservation programs, such as up‑selling and cross‑selling to sister hotels to increase hotel and company revenue.
• Operate safely and environmentally responsibly to protect guests’ and employees’ health and safety, and to conserve the environment.
• Comply with hotel environmental, health, and safety policies and procedures.

Skills

Interpersonal skills

Problem-solving

Reliability

Teamwork

Ability to work under pressure

Job description

Swissotel Al Ghurair in Dubai is seeking a Reservations Agent to handle guest inquiries by phone, fax, and email, and to manage reservations in the property management system. You will confirm, modify, and cancel bookings while maintaining precise records and staying informed about hotel facilities and promotions.

The role requires strong interpersonal skills, reliability, and the ability to work under pressure in a fast-paced environment.