Reservation Agent

AccorHotels Middle East; Dubai; On-site; AED 35,000 - 45,000; Full time

Job summary

AccorHotels Middle East in Dubai is looking for a Reservations Agent to handle all room reservation enquiries while ensuring high standards of customer service and maximizing hotel revenue. The successful candidate will have a minimum of 1-2 years of experience in Front Office or Reservations and must be proficient in Property Management Systems, particularly Opera Cloud.

This role requires a detail-oriented individual who possesses strong communication skills, a customer-focused mindset, and can work various shifts, including weekends and holidays.

Qualifications

• Experience in Front Office, Reservations, or Sales, preferably in hospitality.
• Fluency in English; additional languages are a plus.
• Ability to make decisions independently.

Responsibilities

• Maximize revenue by converting reservation enquiries.
• Answer all incoming reservation enquiries in a timely manner.
• Input reservations into the Opera reservation system accurately.

Skills

Customer-focused mindset

Professional telephone etiquette

Strong written communication skills

Detail-oriented

Strong problem-solving skills

Ability to multitask

Strong organizational skills

Education

Minimum of 1-2 years experience in Front Office, Reservations, or Sales

Tools

Property Management Systems (e.g., Opera Cloud)

Microsoft Office applications

Job description

Job Description

Under the general guidance of the Cluster Assistant Reservations Manager or any other authorized by the management, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay.

What do we expect from you?

Under the general guidance of the Cluster Assistant Reservations Manager or any other authorized by the management, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay.

How your day looks like:

• Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy and providing an excellent standard of customer service.
• To 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.
• To be fully knowledgeable in the operation, functionality and standards required in using Opera and TARS System.
• To 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.
• To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards.
• To update any special requests and billing details in Opera.
• To provide polite and friendly response to all incoming telephone enquiries.
• To 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.
• To process all enquiries and reservation confirmations on the same day as receipt.
• To maintain accurate filing systems for all correspondence within the department.
• To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities.
• To identify potential sales leads for the sales team to develop future accounts.
• To be aware of the hotel's financial targets and the contribution made by the reservations team in achieving those targets.
• To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude.
• To 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.

Additional Information

• Strong interpersonal and problem solving abilities.
• Fluency in English, additional languages are a plus.