Reservation Agent – New Opening – Hatta

AccorHotels Middle East; United Arab Emirates; On-site; AED 50,000 - 70,000; Full time

Job summary

A leading hospitality company in the United Arab Emirates is seeking a Reservation Agent who is passionate about guest service. This role involves managing reservation enquiries, processing bookings, and coordinating guest details to ensure an exceptional experience. The ideal candidate should have experience in luxury hospitality and strong communication skills. This position offers opportunities for growth within a global family of brands, alongside competitive salary and benefits.

Benefits

Great healthcare

Competitive salary

Opportunities for progression

Qualifications

• Experience in reservations or customer service within luxury hospitality.
• Familiarity with reservation systems is an advantage.
• Good organizational skills and ability to multitask.

Responsibilities

• Handle all reservation enquiries via phone, email, and online.
• Provide accurate information on accommodation types and rates.
• Process bookings efficiently and accurately.

Skills

Strong communication and interpersonal skills

Multitasking in a fast-paced environment

Passion for guest service

Education

Experience in luxury hospitality

Tools

Opera

MEWS

Microsoft Office

Job description

Company Description

Our adventure camp in the Hatta mountains celebrates the land’s spirit, providing countless ways to play and explore the outdoors. Fifty caravans form a lively community inspired by nomadic exploration, surrounded by hiking and biking trails throughout mountainous terrain that immerse guests in the region’s natural beauty. A central restaurant fueled by local flavors is designed for guests to gather, and a wellness center offers restorative rituals drawing from local tradition.

Job Description

As we prepare to welcome our first travellers, we’re seeking a Reservation Agent who offers warmth, precision, and a passion for meaningful guest connection.

In this role, you will be the first touchpoint in our guest journey — helping create seamless, personalised experiences from the moment an enquiry arrives.

Guest Reservations & Experience Support

• Handle all reservation enquiries via phone, email, and online platforms with professionalism and care.
• Provide accurate information on accommodation types, availability, rates, packages, and property offerings.
• Process bookings efficiently and ensure all guest details are captured with accuracy.
• Identify guest needs and recommend suitable options to enhance their stay.
• Assure a smooth pre‑arrival experience by coordinating special requests and clarifying stay details.

Booking Accuracy & System Management

• Maintain up‑to‑date reservations, modifications, cancellations, and no‑shows in the PMS.
• Ensure consistency of rates, descriptions, and availability across booking channels.
• Follow reservation procedures related to deposits, payments, and confirmations.
• Support the preparation of daily and weekly reservations reports.

Collaboration & Cross‑Department Coordination

• Work closely with Front Office, Housekeeping, and Operations to support guest needs and ensure a seamless arrival experience.
• Coordinate with Sales and Revenue teams to support promotions, group bookings, and special packages.
• Share guest insights, booking patterns, and enquiry feedback to support overall property performance.

Service Excellence & Guest Connection

• Deliver warm, personalised service in every interaction, reflecting the spirit of our Hatta retreat.
• Handle guest concerns related to reservations with empathy, clarity, and timely solutions.
• Act as a brand ambassador, inspiring guests with knowledge of the property, experiences, and the surrounding mountain environment.

Become the voice behind a destination built for discovery — where every conversation sparks excitement, and every booking begins a story.

Qualifications

• Experience in reservations, front office, or customer service within luxury hospitality.
• Strong communication and interpersonal skills with a naturally positive and engaging approach.
• Familiarity with reservation systems; experience with Opera or MEWS is an advantage.
• Good organisational skills and ability to multitask in a fast‑paced environment.
• Proficient in Microsoft Office and comfortable with digital platforms.
• A passion for guest service — and an appreciation for nature, discovery, and adventure.

Additional Information

What’s In It for You

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Great healthcare, competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture