Reservations Agent

Mövenpick Hotels & Resorts; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A renowned hospitality group in Dubai is looking for a Reservation Agent to manage all reservations and client relationships. You will ensure efficient processing of inquiries and maximize hotel yield through upselling techniques. The ideal candidate holds a diploma in Hotel Management, has experience with Opera, and possesses strong problem-solving skills. This role offers a dynamic environment and growth opportunities.

Qualifications

• Strong interpersonal and problem-solving abilities required.
• Fluency in English is essential; additional languages are a plus.
• Degree in Hotel Management preferred.

Responsibilities

• Manage reservations and relations with corporate clientele.
• Process all reservation inquiries made by phone, fax, or email.
• Maximize hotel yield through upselling and suggestive selling.

Skills

Interpersonal Skills

Problem-Solving Abilities

Fluency in English

Education

Diploma or degree in Hotel Management

Tools

Opera

Job description

Company Description

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers over 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. Where each brand has its own personality, you will find a place that fits you while sharing a common ambition: to keep innovating and challenging the status‑quo. By joining us, you will become a Heartist® and work in a caring environment that supports growth, discovery, and career opportunities worldwide. You’ll also enjoy exclusive sector benefits and strong recognition for your daily commitment. Everything you do with us offers a deep sense of meaning, creating lasting, memorable experiences for customers, colleagues, and the planet.

Hospitality Is a Work of Heart

Heartists come together as one big team, believing that the world is more welcoming when we’re connected. We see what we have in common instead of what sets us apart.

Life in Movenpick

The Place to Savour Life – we believe true hospitality is about turning small gestures into heartwarming moments, balancing small indulgences with what’s good for guests and the world.

Job Description

The Role

• Under the guidance of the Cluster Director of Revenue, receive and handle all reservations, manage relationships with corporate clientele, and improve existing methods and procedures. Participate in promotional and marketing functions throughout the year, maintaining good relations with supervisors, department heads, local authorities, and key contacts.
• Record and process all reservation inquiries made by phone, fax, or email efficiently and accurately, converting enquiries into sales where possible to meet hotel targets. Promote Accor’s desired work culture.

Key Deliverables and Responsibilities

Planning & Organizing

• Track hotel occupancy and average room rate today, month to date, and performance against budget requirements.
• Maximize hotel yield by upselling and suggestive selling as set out.
• Perform as per OSM standards and Service Ingredients. Be fully aware of daily hotel events.
• Attend training classes per schedule.
• Maintain product knowledge of all hotel facilities to maximize upselling at all times.
• Know all room types, facilities, hours of operation, restaurants, shops, ballrooms, and special functions and events held in the hotel on a daily basis.

Operations

• Adhere to grooming standards to portray a professional image at all times.
• Show cooperation and respect within the team and across departments.
• Be aware of local history, places of interest, shopping areas, etc.
• Develop and maintain relationships with corporate clientele to maximize revenue.
• Maintain professional confidentiality and never disclose secrets pertaining to the company.
• Ensure that product standards are followed as trained.
• Respond to written correspondence and telephone inquiries within 24 hours.
• Input and maintain reservations accurately into the Opera system.
• Complete all reports daily and file them for reference.
• Track hotel occupancy, average room rate, and budget performance.
• Maximize yield by upselling and suggestive selling in line with strategy.
• File all correspondence daily for hand‑over to reception.
• Conduct a daily audit of tomorrow’s arrival file to ensure accurate details are recorded.
• Use guest names wherever appropriate.
• Familiarize yourself with the hotel’s emergency procedures and be prepared for any emergency.
• Identify potential corporate clients and pass leads to Reservations Manager or Sales Department.
• Coordinate with Front Office and other departments as required.
• Familiar with all relevant company documentation and the Operational Standards Manual for your field of responsibility.
• Assist in Task Force Teams for new openings as requested.
• Adhere to Accor’s policies on fire, hygiene, health, and safety.

Administration

• Input and process all reservation requests to support room sales.
• Ensure complimentary vouchers from internal departments are received and filed promptly.

Generic Aspects on Hygiene, Personal Safety, Environment, and Confidentiality

• Ensure proper care of all equipment and furniture entrusted to Heartists.
• Be familiar with the hotel’s policies, layout, and emergency procedures for fire, medical, bomb threat, black‑out, and evacuation.
• Know safety regulations and ensure their application, safeguarding people and property.
• Respect the hotel’s “Environment Charter” of sustainability (saving energy, recycling, sorting waste).
• Strictly adhere to the Rules & Regulations in the Heartists Handbook, and the hotel’s policies on fire, hygiene, health, and safety.
• Safeguard confidential records and information.
• Never disclose financial or other confidential Accor Hotels information.

Qualifications

• Diploma or degree in Hotel Management.
• Prior experience working with Opera or a related system.
• Strong interpersonal and problem‑solving abilities.
• Fluency in English; additional languages are a plus.

Additional Information