Reservation Agent

ACCOR; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

ACCOR in Dubai is seeking a Reservations Agent to handle room reservations and provide exceptional customer service. The ideal candidate must have at least 1-2 years of experience within the hospitality industry and strong problem-solving skills.

The Reservations Agent will maintain accurate records, upsell products, and contribute to revenue targets. Proficiency in Opera Cloud and exceptional communication skills are required.

Qualifications

• Minimum of 1-2 years experience in Front Office, Reservations, or Sales, preferably in hospitality.
• Professional telephone etiquette and strong written communication skills.
• Customer-focused mindset with a passion for delivering exceptional service.
• Fluency in English; additional languages are a plus.

Responsibilities

• Handle all room reservation enquiries to the required standard.
• Maintain accurate and complete records of all reservations.
• Maximize revenue potential for the hotel through upselling.
• Provide an excellent standard of customer service.
• Input reservations into Opera ensuring all details are accurate.

Skills

Customer service

Problem-solving

Multitasking

Communication

Detail-oriented

Tools

Opera Cloud

Microsoft Office

Job description

Responsibilities

• Handle all room reservation enquiries to the required standard.
• Maintain accurate and complete records of all reservations.
• Take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay.
• Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy.
• Provide an excellent standard of customer service.
• Answer all incoming reservation enquiries by telephone, fax or email in a timely manner to the agreed departmental standard, and wherever possible convert them into bookings.
• Be fully knowledgeable in the operation functionality and standards required in using Opera and TARS System.
• Adhere to the minimum rate, minimum stay selling strategies as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotel.
• Input reservations into Opera reservation system ensuring all details are accurate and complete in line with agreed departmental standards.
• Update any special requests and billing details in Opera.
• Provide polite and friendly response to all incoming telephone enquiries.
• Be fully aware of the hotel’s facilities and to pass information on to the customers and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible.
• Process all enquiries and reservation confirmations on the same day as receipt.
• Maintain accurate filing systems for all correspondence within the department.
• Build a good rapport with customers and regular bookers on the telephone to encourage future loyalty and business opportunities.
• Identify potential sales leads for the sales team to develop future accounts.
• Be aware of the hotel’s financial targets and the contribution made by the reservations team in achieving those targets.
• Ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude.
• Perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the team and management.

Qualifications

• Minimum of 1-2 year experience in Front Office, Reservations, or Sales, preferably in the hospitality industry.
• Professional telephone etiquette and strong written communication skills.
• Proficiency in Property Management Systems (e.g., Opera Cloud) and Microsoft Office applications.
• Detail-oriented with the ability to multitask in a fast-paced environment.
• Strong problem-solving skills and ability to make decisions independently.
• Flexible availability to work various shifts, including weekends and holidays.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to work collaboratively in a team environment.
• Strong organizational skills and attention to detail.
• Strong interpersonal and problem-solving abilities.
• Fluency in English; additional languages are a plus.