Reservation Agent

AccorHotels Middle East; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading luxury hotel company in Dubai seeks a Reservations Agent to handle booking requests and enhance guest loyalty. The ideal candidate has at least 1 year of experience and is fluent in English. Strong interpersonal and problem-solving skills are essential. This role involves managing guest complaints and maintaining commercial relationships with bookers. Join a dynamic team committed to delivering exceptional guest experiences.

Qualifications

• Minimum 1 year of experience in the same or similar role.
• Experience with Opera or a related system is preferred.
• Ability to communicate clearly and professionally.

Responsibilities

• Handle incoming and outgoing room reservation requests.
• Enhance guest loyalty through distinctive service.
• Manage guest complaints professionally.
• Maintain relationships with guests, companies, and agencies.

Skills

Guest focused personality

Strong interpersonal skills

Problem-solving abilities

Fluency in English

Additional languages

Tools

Opera reservation system

Job description

Company Description

Every Sofitel team member is an Ambassador. An Ambassador represents Sofitel’s brand and its values, at all times. The Sofitel Ambassador will establish relationships and foremost, the Sofitel Ambassador will deliver an exceptional guest experience and promote French excellence.

Job Description

• To answer the calls with clear speech and pleasant voice.
• To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
• To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
• To recognize VIP guests and to apply the concerned policies.
• To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
• To promote the Accor loyalty programs and the hotel promotions.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To properly use the telephone etiquettes as per Sofitel standards.
• To have a perfect knowledge of room types and rate structure.
• To ensure the accuracy of all booking information entered in the PMS.
• To have a perfect knowledge of the hotel products.
• To fulfil administrative tasks and filing.
• To properly use and maintain the reservation communication system (telephone, fax, e-mail).
• To be aware of and to follow emergency and security procedures.
• To respect key handling procedures.
• To respect schedules, terms and deadlines as agreed with the Management.
• To attend a daily line up briefing with the reservations team.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend training and meetings as and when required.

Qualifications

Your experience and skills include:
Guest focused personality is essential

Additional Information

• Minimum 1 year of experience in the same or similar role
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus