Reservations Agent

ACCOR; Dubai; On-site; AED 66,960 - 89,280; Full time

Job summary

ACCOR is looking for a Reservation Agent in Dubai with a minimum of one year of experience in a five-star hotel. Candidates must have strong interpersonal skills, fluency in English, and be familiar with Opera or a similar reservation system.

The role involves handling reservation requests, answering inquiries about rooms and rates, and providing excellent customer service to guests.

Qualifications

• Minimum one year of experience in a similar position at a five-star hotel.
• Strong interpersonal and problem-solving abilities.
• Fluency in English; knowledge of additional languages is a plus.

Responsibilities

• Have thorough knowledge of hotel services and facilities.
• Answer inquiries about room rates and locations.
• Process reservation requests and maintain accurate records.
• Handle inventory management and room availability checks.
• Accommodate and document special requests efficiently.

Skills

Interpersonal skills

Problem-solving abilities

Fluency in English

Education

High School graduate

Tools

Opera reservation system

Job description

Responsibilities

• Have a thorough knowledge of the entire hotel services and facilities
• Answer inquiries of room rates, outlets, and room locations
• Be totally familiar with all aspects of the reservation systems
• Handle all reservation requests using good listening and communication skills to secure information necessary to complete a reservation
• Post advance deposits and keep accurate records of deposits
• Process rooming lists and group blocks and indicate special requests and billing procedures
• File and process reservations correspondence, making certain all files are current and in order
• Have knowledge of Front Desk, Sales, and Accounts departments and how they relate to the Reservations department
• Abide by the hotel's policies and procedures, be familiar with changes in rates and group enquiries
• Complete daily shift task list and aid others
• Be aware of inventory management and keep a constant check on the room types available throughout the day
• Have an understanding of departmental goals and projections for average rate and occupancy
• Accommodate and document special requests in an accurate and efficient manner
• Determine the most appropriate room type to meet guest requirements and maximize room rate
• Explain guarantee and cancellation policies to callers
• Describe room accommodations and benefits, feature sale amenities to guests
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates, or directing guests to sister properties on sold‑out days
• Answer guest questions about property facilities and services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events)
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers
• Identify guest reservation needs by asking open‑ended questions to obtain all necessary information
• Follow up with selling techniques and sales strategies in order to maximize property revenue
• Identify repeat guests using appropriate codes
• Perform any other duties as may reasonably be requested by the management team, including assistance for large events or hotel functions
• Carry out any other reasonable task which may not be stated here as requested
• Assist in Task Force Teams for new openings

Qualifications

• Minimum one year experience with the same position in a five‑star hotel
• High School graduate
• Prior experience working with Opera or a related system
• Strong interpersonal and problem‑solving abilities
• Fluency in English; additional languages are a plus