Guest Service Agent (Reservation/Call Center)

AccorHotel; Ras Al Khaimah; On-site; AED 80,000 - 90,000; Full time

Job summary

A leading hotel chain in Ras al-Khaimah is seeking an experienced reservations agent to handle room bookings and customer inquiries. You will manage reservations via phone and online systems, ensuring excellent communication and service. Applicants should have 12 years of relevant experience and be flexible with working hours, including weekends and holidays. This is a full-time position with no remote work options.

Qualifications

• 12 years of experience in reservations or customer service.
• Familiar with hotel reservation and telephone systems.
• Excellent communication and interpersonal skills.

Responsibilities

• Handle individual and group room reservation requests.
• Answer inbound calls and respond to inquiries.
• Log all guest interactions in the CRM.

Skills

Customer service

Reservation management

Communication skills

Multitasking

Problem-solving

Tools

Opera PMS

CRM systems

Job description

This job opportunity is with a planned starting date of 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 in line with 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 :

• 12 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.

Remote Work :

No

Employment Type :

Full-time