Reservations Agent

RAFFLES; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Raffles Dubai is seeking a dedicated Reservations Agent to deliver personalized and efficient reservations services to guests, travel partners and other business sources. You will ensure accurate handling of reservations while maximizing conversion, upselling opportunities, and revenue in line with Raffles Dubai standards.

You will manage inquiries, confirm bookings, and maintain guest details across Opera Cloud PMS, Resaweb, and other systems, upholding your professional telephone and written

Qualifications

• Diploma or Degree in hotel/hospitality preferred.
• Equivalent hospitality experience may be considered.
• Working knowledge of Opera PMS, Resaweb and Microsoft Office.
• Knowledge of hotel reservations and distribution is an advantage.

Responsibilities

• Handle reservations-related emails, telephone calls and inquiries with professionalism and accuracy.
• Create, modify and cancel reservations in accordance with hotel procedures and booking conditions.
• Identify opportunities to upsell higher room categories and packages to maximize revenue.
• Provide highly personalized service reflecting Raffles Dubai's luxury standards and brand philosophy.
• Maintain accurate guest information in the PMS and coordinate with relevant departments.
• Support Reservations & Revenue Management in identifying business opportunities and trends.

Skills

Communication skills

Sales mindset

Attention to detail

Time management

Multitasking

Problem solving

Teamwork

Discretion

Education

Diploma or Degree in Hotel Management or Hospitality Management

Tools

Opera PMS

Resaweb

Microsoft Office

Job description

We invite you to join the world of luxury hospitality at Raffles Dubai as our new Reservations Agent to deliver personalized and efficient reservations services to our guests travel partners and other business sources ensuring accurate and timely handling of reservations while maximizing conversion upselling opportunities and revenue in line with Raffles Dubai standards and commercial strategies The Reservations Agent is responsible for creating a seamless and personalized booking experience that reflects the distinctive service philosophy and luxury standards of Raffles Dubai

Revenue amp Pricing Strategy

Demonstrate a strong understanding of hotel pricing principles room categories rate structures and revenue management strategies across relevant market segments Understand and follow the hotel s pricing availability restrictions and selling strategies as directed by the Reservations amp Revenue Management team Ensure accurate application of rates packages promotions restrictions and booking conditions Monitor booking enquiries and identify opportunities to maximize room revenue through effective selling and upselling Escalate exceptional rate availability or booking requests to the Reservations amp Revenue Manager as required

Maximize Revenue amp Conversion

Convert enquiries into confirmed reservations through personalized engagement strong product knowledge and effective sales techniques Identify opportunities to upsell higher room and suite categories packages and applicable hotel experiences Apply appropriate selling techniques while maintaining the integrity of the hotel s pricing and revenue strategy Contribute to achieving departmental targets for occupancy ADR room revenue and conversion

Deliver Bespoke Guest Experiences

Provide highly personalized service tailoring each interaction to meet the individual needs and expectations of Raffles Dubai guests Demonstrate comprehensive knowledge of all room and suite categories hotel facilities dining venues spa experiences and services Identify guest preferences special occasions VIP requirements and special requests during the reservation process Provide personalized recommendations and coordinate pre-arrival requests with the relevant hotel departments Ensure every guest interaction reflects the distinctive Raffles service philosophy and luxury standards

Ensure Seamless Communication amp Accuracy

Handle all reservation-related emails telephone calls and other enquiries with professionalism accuracy and efficiency Create modify and cancel reservations accurately in accordance with hotel procedures and booking conditions Maintain meticulous accuracy in the PMS ensuring correct guest information room category rate market segmentation source payment details and special requests Ensure all reservation information is properly documented and communicated to the relevant departments Maintain confidentiality and security of guest and reservation information at all times

Optimize Sales amp Relationship Management

Handle reservations from individual travelers corporate accounts wholesalers luxury travel agencies Global Distribution System Online Travel Agency and other approved distribution channels Identify and capitalize on opportunities to maximize direct and indirect booking conversion Maintain strong knowledge of account-specific rates inclusions commissions payment conditions and booking requirements Build positive relationships with guests travel partners and internal stakeholders through professional and personalized communication Support the Reservations amp Revenue Management team in identifying business opportunities and booking trends

Uphold Brand Excellence amp Quality Standards

Consistently deliver service in accordance with Raffles brand standards and the hotel s luxury service expectations Maintain a strong focus on achieving and exceeding the hotel s LQA Leading Quality Assurance targets and quality standards Demonstrate exceptional telephone and written communication standards throughout every guest interaction Ensure reservation handling reflects the highest standards of professionalism accuracy personalization and attention to detail Proactively identify opportunities to enhance the guest experience and exceed expectations Participate actively in LQA preparation departmental training coaching and continuous improvement initiatives Take ownership of individual service performance and contribute to the department s overall LQA performance Ensure all reservation procedures and guest interactions are conducted in line with the hotel s established quality standards

Leverage Advanced Systems amp Technology

Demonstrate full proficiency in Opera Cloud PMS Resaweb and other relevant hotel reservations systems Maintain accurate and timely updates in Opera Cloud PMS and Resaweb Demonstrate strong knowledge of the hotel s telephone system and communication platforms to ensure seamless and professional communication Utilize available systems and tools effectively to manage reservations guest information rates availability and booking requirements Maintain a high level of system knowledge and adapt to system enhancements upgrades and new technology introduced by the hotel

Support Strategic Initiatives

Assist the Reservations amp Revenue Management leadership with departmental projects audits reports and special initiatives Contribute to achieving departmental goals including ALL Accor Live Limitless loyalty programme enrolments and guest engagement metrics Participate actively in departmental training and knowledge-sharing initiatives

Qualifications

• Diploma or Degree in Hotel Management, Hospitality Management or a related field preferred.
• Equivalent relevant hospitality experience may be considered.
• Working knowledge of Opera PMS, Resaweb and Microsoft Office.
• Knowledge of hotel reservations, distribution is an advantage.

PERSONAL ATTRIBUTES

• Exceptional attention to detail
• Strong commercial awareness and sales mindset
• Guest-focused and service-oriented approach
• Exceptional communication and interpersonal skills
• Professional and confident telephone manner
• Strong organizational and time-management skills
• Multitasking and prioritization abilities
• Problem-solving mindset
• Adaptability and agility
• Passion for luxury hospitality
• Teamwork and collaboration
• Discretion and confidentiality
• Embrace the Raffles brand promise and luxury in your role and in all your interactions. Foster an inclusive environment where every individual feels valued and respected

EXPERIENCE

• Minimum 2 years of experience in Hotel Reservations, preferably within a luxury or five-star environment.
• Previous experience handling luxury clientele, VIP guests and international travel partners is an advantage.
• Strong knowledge of hotel reservations procedures, room categories, rates, packages and booking conditions.
• Previous UAE or GCC hospitality experience preferred.
• Fluency in English is essential, additional languages are an advantage.