Reservation Executive

Masarra; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A destination management company in Abu Dhabi is seeking a Reservations Executive to manage both B2B and B2C reservations. The ideal candidate will have a strong customer service and sales capability, with excellent attention to detail. Responsibilities include managing booking challenges, collaborating with internal teams and suppliers, and ensuring customer satisfaction. Applicants should possess a Bachelor's degree in Tourism or Hospitality, and proficiency in either French or Italian is essential, with other languages being an advantage.

Qualifications

• Proven experience within a Destination Management Company (DMC).
• Background in hospitality, tourism, or travel agencies.
• Experience in reservations, concierge, sales, or customer-facing roles.

Responsibilities

• Manage B2B and B2C reservations ensuring a seamless booking experience.
• Coordinate with internal teams and suppliers effectively.
• Handle guest feedback and complaints professionally.
• Upsell relevant services to enhance the guest journey.

Skills

Customer service excellence

Sales capability

Attention to detail

Excellent communication

Interpersonal skills

Proficiency in reservation systems

Proficiency in French or Italian

Flexibility

Education

Bachelor’s degree or Higher National Diploma in Tourism or Hospitality

Job description

Role Overview

The Reservations Executive plays a critical role in managing both B2B and B2C reservations, ensuring a seamless, efficient, and high-quality booking experience. This position requires strong customer service and sales capability, excellent attention to detail, and the ability to work at a pace while meeting defined service, conversion, and customer satisfaction targets.

Success in this role depends on fast turnaround times on quotes, accurate rate collection, and effective coordination with internal teams, suppliers, and B2B partners. The role also involves managing guest feedback and complaints professionally, utilizing insights to continually improve service delivery and enhance the overall guest experience.

B2C Guest Reservations

• Collaborate closely within the team to enhance the guest journey across all B2C/B2B bookings.
• Deliver accurate, efficient, and personalized service at every stage of the reservation process.
• Adapt offers and communications to individual guests' needs and last‑minute changes.
• Handle requests, quotes, pricing, and service delivery quickly and accurately, in line with SLAs and SOPs.
• Provide full support throughout the reservation lifecycle from inquiry to post‑booking.
• Resolve any booking challenges, including payment or website‑related issues.
• Manage multi‑channel guest communications (WhatsApp, email, calls) efficiently.
• Handle itinerary creation, upsell relevant experiences, and ensure satisfaction.

B2B Partner Coordination

• Build and maintain strong relationships with B2B partners for smooth booking workflows.
• Handle inquiries, resolve issues, and simplify processes for our partners.
• Communicate stop‑sales, new launches, or product changes promptly.
• Assist partners across all platforms, ensuring exceptional service levels.
• Work closely with Sales to understand client needs and improve service offerings.

Reservations & Coordination

• Manage bookings, quotes, complaints, experiences, attractions, and more.
• Drive conversions while maintaining service quality.
• Coordinate with suppliers and internal departments to confirm availability, pricing, and delivery.
• Process payments securely and update trackers diligently.
• Prepare detailed itineraries and customized quote[s, and issue entitlements (tickets, vouchers) accurately.
• Upsell relevant services to enhance the guest journey and revenue.

Supplier Relationship Management

• Maintain productive relationships with suppliers to optimize booking and service quality.
• Address operational issues promptly and ensure guest expectations are met.

Cross‑Functional Collaboration

• Collaborate with other teams to ensure a consistent and high‑quality guest experience.
• Support inventory updates, stop‑sale management, and assist in MICE, leisure, and FAM bookings.

CRM & Booking System Management

• Ensure accurate data input across CRM, TravelBox, Client POS, and other systems.

Complaint Handling & Resolution

• Take ownership of guest concerns, elevate when needed, and resolve cases professionally.
• Log all feedback and support investigations for continuous improvement.

Reporting & Documentation

• Maintain complete and accurate records of feedback, KPIs, and performance outcomes.
• Contribute to achieving sales, satisfaction, and quality score targets.

Team Collaboration

• Actively support colleagues and contribute to a positive, solution‑focused work environment.
• Assist the hotel desk team with rebooking or addressing availability issues as required.

Adaptability & Additional Support

• Take on ad‑hoc responsibilities and general tasks assigned by management, demonstrating flexibility and a team‑first attitude.

The Ideal Candidate Should Have:

• Bachelor’s degree or Higher National Diploma in Tourism, Hospitality Management, or a related field.
• Proven experience within a Destination Management Company (DMC) is required.
• Background in hospitality, tourism, travel agencies, tour operators, or hotels.
• Experience in reservations, concierge, sales, or customer‑facing roles within a fast‑paced environment.
• Demonstrated ability to meet or exceed performance targets and service KPIs.
• Sales or upselling experience is an advantage.

Skills & Competencies

• Excellent verbal and written communication skills, with a strong ability to convert sales.
• Strong interpersonal skills with the ability to build rapport with guests, partners, and suppliers.
• Customer‑centric, empathetic, and solutions‑oriented.
• Attention to detail with strong organizational and time‑management skills.
• Confident handling multiple systems and platforms simultaneously.
• Proficient in reservation systems and general computer applications.
• Comfortable working across multiple communication channels (email, phone, WhatsApp, chatbot).
• Proficiency in either French or Italian is essential, while additional languages will be considered a strong advantage.