Reservation Agent - Hotel Guest Bookings

Accor Group; Dubai; On-site; AED 39,000 - 61,000; Full time

Job summary

Accor invites applications for a Reservation Agent position at Swissotel Al Ghurair and Swissotel Living Al Ghurair in Dubai. The role focuses on handling hotel reservations, inquiries, confirmations, and changes via phone, email, and other channels, ensuring accurate data entry and excellent guest service.

Ideal candidates will bring hospitality experience, strong communication skills, and proficiency with Opera or similar PMS.

Qualifications

• ,

Responsibilities

• Answer incoming reservation calls promptly using approved hotel greeting standards and reservation scripts.

Skills

Hotel reservations

Guest service

Upselling

Cross-selling

Phone reservations

Email reservations

Opera

MS Office

Tools

Opera PMS

MS Office

Job description

Reservation Agent - Hotel Guest Bookings Job Snapshot Role: Reservation Agent - Hotel Guest Bookings Location: Dubai, United Arab Emirates Industry: Hospitality Function: Reservations-Ticketing Experience: Previous hospitality experience preferred Job Type: Full-time

Position Overview

Reservation Agent - Hotel Guest Bookings in Dubai, United Arab Emirates is a Hospitality opportunity for a customer-focused professional who can manage hotel room reservations, booking inquiries, confirmations, modifications, cancellations, and guest requests with accuracy and professionalism. Accor is hiring a Reservation Agent for Swissotel Al Ghurair and Swissotel Living Al Ghurair to support efficient reservation operations while delivering responsive service across telephone, email, fax, and other approved booking channels. The position combines guest communication, property management system accuracy, room inventory support, upselling, reservation reporting, and detailed knowledge of hotel facilities and promotions within a large upper upscale property in Deira.

Job Details

Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Reservations-Ticketing Salary: 3500-5500 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context

The Reservation Agent is often one of the first points of contact for guests planning a stay at the hotel. The role is responsible for converting inquiries into accurate bookings while ensuring guests receive clear information about rooms, facilities, rates, promotions, amenities, and reservation conditions. Accurate reservation handling also has a direct commercial impact. By maintaining correct booking records, identifying opportunities for upselling and cross-selling, and responding efficiently to guest inquiries, the Reservation Agent contributes to occupancy, room revenue, guest satisfaction, and smooth front office operations.

Key Responsibilities

• Answer incoming reservation calls promptly using approved hotel greeting standards and reservation scripts.
• Handle guest inquiries concerning room reservations, accommodation options, hotel facilities, services, promotions, and related information.
• Respond to reservation requests received through telephone, email, fax, and other authorized booking channels.
• Enter reservation details accurately into the property management system according to established procedures.
• Process new reservations, booking confirmations, amendments, cancellations, and other reservation changes.
• Verify guest names, stay dates, room preferences, contact information, payment details, and special requirements before completing reservations.
• Record special requests, amenities, advance deposits, and other important booking information accurately.
• Maintain reliable reservation records and supporting documentation for each shift.
• Complete individual call conversion records and other reservation performance reports as required.
• Compile operational reports requested by the Reservation Manager or department supervisor.
• Maintain current knowledge of hotel rooms, facilities, restaurants, services, amenities, promotions, and packages.
• Stay informed of operational changes that could affect availability, guest expectations, or booking decisions.
• Apply approved upselling techniques to recommend higher room categories, packages, or additional services where suitable.
• Cross-sell sister hotels when appropriate to support revenue opportunities within the wider Accor portfolio.
• Communicate clearly and courteously with guests throughout the reservation process.
• Address routine reservation concerns professionally and elevate complex issues when required.
• Coordinate with Front Office and other hotel departments where guest requests or booking requirements need operational follow‑up.
• Follow reservation procedures consistently to minimize booking errors, duplication, or incomplete guest information.
• Protect guest information and handle reservation details with appropriate confidentiality.
• Maintain accuracy while managing multiple inquiries during busy periods.
• Participate in departmental training, reservation programs, and service development initiatives.
• Follow hotel environmental, health, and safety procedures during daily operations.
• Support environmentally responsible working practices that protect guests, employees, and hotel resources.

Ideal Profile

• Previous experience in the Hospitality industry is preferred.
• Experience in hotel reservations, guest services, front office, call handling, or a similar customer‑facing environment is advantageous.
• Strong verbal and written communication skills.
• Excellent customer service ability with a professional and welcoming approach.
• Comfortable handling guest inquiries, special requests, and complaints calmly and efficiently.
• Strong interpersonal skills for communicating with guests and colleagues from diverse backgrounds.
• Experience using hotel reservation software or booking systems is highly desirable.
• Familiarity with Opera is a strong advantage.
• Working knowledge of Microsoft Office applications.
• Detail‑oriented approach when entering reservation information and processing booking changes.
• Good time‑management skills with the ability to prioritize multiple guest requests.
• Comfortable working within established hotel procedures and service standards.
• Able to collaborate effectively with Front Office, Sales, Revenue, Housekeeping, and other hotel departments.
• Must be eligible to live and work in Dubai, United Arab Emirates.

Skills Set

• Hotel reservations
• Guest booking management
• Reservations‑Ticketing
• Opera
• Property management systems
• Room reservation processing
• Booking confirmations
• Reservation modifications
• Reservation cancellations
• Telephone reservations
• Email reservations
• Guest inquiry handling
• Hotel room sales
• Upselling
• Cross‑selling
• Call conversion tracking
• Reservation reporting
• Special request management
• Advance deposit recording
• Guest service
• Customer service
• Hotel facilities knowledge
• Room inventory awareness
• Booking system accuracy
• Microsoft Office
• Microsoft Word
• Microsoft Excel
• Email communication
• Interdepartmental coordination
• Hospitality operations

Why Join Us

This role provides a practical entry point into hotel commercial and guest service operations within one of Dubai 's established upper upscale properties. Reservation professionals gain experience in booking systems, guest communication, room revenue support, sales techniques, and property operations while working within an international Hospitality environment. Employees also have access to Accor learning programs, discounted hotel rates through the employee benefit program, and opportunities to grow within the property or across the wider Accor network. For professionals interested in developing a career in hotel reservations, front office, revenue, sales, or guest experience, the position offers valuable operational exposure and long‑term mobility within a global hospitality group.

About the Company

Accor is a global hospitality group operating a broad portfolio of hotel brands across international markets. In Dubai, Swissotel Al Ghurair and Swissotel Living Al Ghurair form a 620‑room-and‑suite upper upscale property in Deira, connected to Al Ghurair Shopping Centre and positioned within convenient reach of Dubai International Airport, Dubai World Trade Centre, and major city attractions.