Guest Service Agent

Fairmont Hotels & Resorts; Ras Al Khaimah; On-site; AED 36,000 - 45,000; Full time

Job summary

A leading hotel group is seeking a Reservation Agent in Ras al-Khaimah, responsible for managing room bookings and call center operations. Ideal candidates will possess excellent communication skills and experience in reservations or customer service. This role requires flexibility and a professional demeanor to enhance guest experiences.

Qualifications

• 1–2 years of experience in reservations, call center, or customer service.
• Familiarity with hotel reservation systems.
• Flexible with working hours, including weekends and holidays.

Responsibilities

• Handle individual and group room reservation requests via phone, email, or other channels.
• Answer inbound calls promptly and professionally.
• Log all guest interactions in the CRM or ticketing system.

Skills

Excellent communication

Interpersonal skills

Multitasking

Problem-solving

Tools

Opera

Job description

Company Description

"Why work for Accor?

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Join Accor and write your story as we imagine tomorrow's hospitality together. Discover the life that awaits at Accor: https://careers.accor.com/
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"Heartist" reflects our culture and identity. Everything we do comes from the heart. We are generous, attentive, and free, ensuring everyone can come as they are and feel they belong. As one team, we believe only together can we achieve great things.

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Job Description

This opportunity is planned to start on 1st September 2025.

Key Responsibilities:

Reservations:

• Handle individual and group room reservation requests via phone, email, or other channels.
• Accurately enter bookings into the reservation system (e.g., Opera, PMS).
• Provide information about room types, rates, promotions, and availability.
• Upsell rooms and services to maximize revenue.
• Ensure all reservation details are accurate and updated.
• Process reservation modifications and cancellations according to company policy.

Call Center Operations:

• Answer inbound calls promptly and professionally.
• Respond to general inquiries, complaints, or requests for information.
• Redirect calls to appropriate departments when necessary.
• Log all guest interactions in the CRM or ticketing system.
• Handle last-minute requests or emergencies calmly and efficiently.

Qualifications:

• 1–2 years of experience in reservations, call center, or customer service.
• Familiarity with hotel reservation systems (e.g., Opera) and telephone systems.
• Excellent communication and interpersonal skills.
• Ability to multitask, stay calm under pressure, and solve problems efficiently.
• Flexible with working hours, including weekends and holidays.