Reservations Agent

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

Job summary

A leading hotel chain in Dubai is seeking a Reservations Agent to manage reservations and ensure guest satisfaction. The ideal candidate should have at least two years of experience in hotel reservations, familiarity with hotel operations, and strong communication skills. Knowledge of additional languages, especially Arabic, is an advantage. Join a dynamic team focused on delivering exceptional service.

Qualifications

• Minimum of two years of experience in a hotel Reservations department.
• Familiarity with hotel operations and technology such as PMS & RMS.
• Understanding of regional and local markets.
• Arabic language skills preferred.

Responsibilities

• Maintain effective office procedures and adhere to standards.
• Process and respond to reservations within 24 hours.
• Monitor daily arrivals and guest requests.
• Maximize quality levels of product and service.

Skills

Office administrative procedures

Upselling

Guest satisfaction management

Understanding hotel policies

Knowledge of hotel products

Communication skills

Job description

Overview

As Reservations Agent, you are expected to :

• Maintain effective office administrative procedures
• Adhere to all Standard Operating Procedures.
• Take personal responsibility for driving upselling and achieving set revenue targets by months.
• Be fully aware at all times of the Selling Strategy, rates, packages, groups, and booking status of the hotel.
• Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
• Handle daily trace / follow-up reports according to departmental requirements.
• Check expected arrivals 1, 3, and 7 days prior according to SOP and reconfirm bookings.
• Within the department, safeguard and detect double-bookings, non-guaranteed bookings, filing errors, and other inaccuracies.
• Understand and apply hotel policies for no-shows, cancellations, credit, and pre-payment policies.
• Be up to date with current information and data on the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.
• Take personal responsibility for maximizing quality levels of product and service and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
• Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.

Qualifications

• At least two years of experience in the Reservations department
• Familiarity with hotel operations, available technology (PMS & RMS), and all distribution channels.
• Understand the dynamics of regional & local markets, local competitors, and destination events.
• Additional language is an advantage, preferably Arabic speaker