Reservations Agent

Rotana Hotels; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

Rotana is seeking a passionate Reservations Agent to ensure smooth and efficient booking experiences for guests. You will handle reservations via phone, letter, or fax, maintain accurate records, and stay informed about promotions and room rates to maximise occupancy.

You will demonstrate strong English communication, computer literacy, and a proactive, customer-focused approach, building positive relationships with guests and internal teams while upselling where appropriate.

Qualifications

• Diploma in hospitality is required.
• Previous experience in hotel reservations.
• Excellent communication skills, with written and spoken proficiency in English.
• Additional language skills are an asset.
• Computer literacy is required.

Responsibilities

• Process and confirm guest room reservations by phone, letter or fax.
• Enter reservations into the system and record all relevant information; handle enquiries, complaints and requests about reservations.
• Stay up to date with promotions and rate structures; process room reservations, rates, confirmations and facilities.
• Show complete product knowledge and apply rate management.
• Maintain filing system for correspondence and prepare reports for the Reservations Manager.
• Promote and maintain good public relations; maximise business.
• Keep room status accurate at all times; ensure calls, faxes and emails are handled to Rotana standards.
• Organise visa requests for hotel guests and upsell when opportunities arise.

Skills

Excellent communication skills

Customer-focused

Proactive

Teamwork

Education

Diploma in hospitality

Tools

Computer literacy

Job description

We are looking for passionate, dynamic and guest-focused Revenue professionals who take pride in delivering outstanding customer service and creative solutions to our guests.

As a Reservations Agent, you will keep communication effective on all reservations, so that service is smooth and efficient.

Key Responsibilities

• Process and confirm guest room reservations made by clients by phone, letter or fax.
• Enter all reservations into the system and record all relevant information. Handle enquiries, complaints and requests about reservations.
• Stay up to date with promotions in and around the hotel. Follow established procedures to process room reservations, rates, confirmations and hotel facilities.
• Show complete product knowledge, understand the rate structure and apply rate management.
• Maintain the established filing system for all correspondence. Prepare reports as required by the Reservations Manager or Supervisor.
• Promote and maintain good public relations, and work to maximise business.
• Keep room status accurate at all times.
• Make sure all incoming calls are answered to Rotana standards, information received by fax is entered, and incoming emails are checked constantly.
• Organise visa requests for hotel guests as per hotel policy, and upsell whenever you identify an opportunity.

Education, Qualifications and Experience

• A diploma in hospitality.
• Previous experience in hotel reservations.
• Computer literacy.
• Excellent communication skills, with written and spoken proficiency in English.
• Additional language skills are an asset.

Competencies

The ideal candidate is customer-focused and extremely proactive, with a courteous, dynamic and approachable character. You work with professionalism and build effective relationships with internal and external customers. You can work independently within a structured environment.

Key competencies:

• Understanding the job
• Teamwork
• Taking responsibility
• Recognising differences
• Adaptability
• Customer focus