Guest Service Agent (Reservation/Call Center)

AccorHotel; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A multinational hospitality company seeks a skilled Reservations and Customer Service Representative in Ras Al Khaimah, UAE. In this full-time role, you will manage individual and group room reservation requests, provide detailed information about services, and ensure customer satisfaction. Ideal candidates will have extensive experience in customer service, strong communication skills, and familiarity with reservation systems like Opera. Flexible working hours are required.

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.

Responsibilities

• Handle individual and group room reservation requests via phone, email or other channels.
• Provide information about room types, rates, promotions and availability.
• Answer inbound calls promptly and professionally.

Skills

Customer service

Reservation handling

Communication

Tools

Opera PMS

Job description

This job opportunity is with a planned starting date of 1st September 2025.

Key Responsibilities

• 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