Reservations Agent

Rak Properties PJSC; Ras Al Khaimah; On-site; AED 78,000 - 112,000; Full time

Job summary

Minor International’s Anantara Mina Al Arab Ras Al Khaimah Resort seeks a Reservations professional to support guest bookings and optimize revenue. You will handle inquiries, convert reservations, and ensure accurate records in the PMS and OPMS.

Working in a luxury, guest-centric environment, you will maintain policy adherence, coordinate with sales and front desk teams, and strive to exceed revenue targets through upselling and exceptional service.

Qualifications

• Excellent verbal and written communication skills essential to guest interactions.
• Strong customer service and guest relations abilities for a luxury resort setting.
• Proficiency in hotel reservation systems and Microsoft Office.
• Ability to process reservations accurately and efficiently.
• Knowledge of room categories, rates, packages, and hotel policies.
• Strong organizational and multitasking skills.
• Attention to detail and accuracy in all entries.
• Problem-solving and conflict-resolution capabilities.
• Ability to meet sales and upselling targets.
• Good telephone etiquette and professional email communication.

Responsibilities

• Assist in the effective operation of the Reservations department to meet hotel business goals.
• Adhere to standard operating procedures and uphold MHG quality standards.
• Receive and confirm guest room reservations via phone, email or fax and send confirmations within two hours.
• Respond within 24 hours to all reservation requests per company standards.
• Assist with group bookings in OPMS and update relevant records.
• Understand and apply the hotel’s credit policy to bookings.
• Create profiles in the PMS and maintain guest data per data entry standards.
• Monitor daily trace/follow-up reports and manage arrivals per SOP.
• Maintain no-show, cancellation, and pre-payment policies.
• Provide support to the Sales office and Front Desk and liaise with other departments as needed.
• Attend events, shift briefings and training to improve skills.
• Perform related duties and special projects as assigned.

Skills

Excellent verbal and written comms

Customer service

Reservation systems

Microsoft Office

Process reservations accurately

Knowledge of room categories & rates

Organizational skills

Attention to detail

Problem-solving

Upselling targets

Tools

OPMS

Microsoft Office

Job description

Job Location: Anantara Mina Al Arab Ras Al Khaimah Resort Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning ‘without end’, our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression — for our guests and for our people. Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world’s most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits. Escape to Ras Al Khaimah for beach, desert, and mountain adventures. The northernmost emirate of the UAE, Ras Al Khaimah enjoys a more tranquil rhythm, yet is only 45 minutes from Dubai. Anantara Mina Ras Al Khaimah Resort offers overwater luxury on the Arabian Gulf in a pristine eco-sanctuary. Nature lovers will relish the open terrain of Ras Al Khaimah. From balmy waters to golden shorelines to rugged desert, adventure abounds. Charter a yacht and sail off into the sunset. Ride across rolling dunes and conquer the mountain peak of Jebel Jais.

Assist in the effective operation of the Reservations department, to meet the business goals of the hotel. Adhere to all Standard Operating Procedures. Take personal responsibility for driving upselling, 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. Receive, process and confirm guest room reservations made by the clients either via phone, email or fax according to MHG quality standards and send confirmation letter within two hours. Process and respond within 24 hours to all reservation requests and inquiries according to company standards. Assist with the group bookings by updating the group rooming list in OPMS, update the billing instruction and update any guest special request in OPMS Understand the Hotel’s Credit Policy and apply it to WHO and direct bookings. Create into PMS (Property Management System), Company and Guests' profiles according to the MHG data entry 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. Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies. Understand and apply hotel policies for no-shows, cancellation, credit and pre- payment policies. To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, 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 honoured. Maintain a motivational working environment within the department, and with other colleagues in the hotel Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department. Be knowledgeable about local seasonality and events. Proactively promote other sister properties of Minor International. Liaise with the Accounting Department information on Reservation procedures, reports and operational problems and payments of commission. To provide assistance and friendly gesture to local representatives of tour operators and travel agencies. Promotes a helpful and professional image to the client and gives full cooperation to any customer requiring assistance with a prompt, caring and helpful attitude. Assist with the group bookings by updating the group rooming list in OPMS, update the billing instruction and update any guest special request in OPMS. Taking, amending and cancel reservation details as applicable. Confirming the method of payment. Replying to every request for information within the timeline specified by the hotel Assist the other team members or manager or director as and when requested / required To attend hotel events, daily shift briefings and training to improve professional skills. Performing related duties and special projects as assigned.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service and guest relations abilities.
• Proficiency in hotel reservation systems and Microsoft Office.
• Ability to process reservations accurately and efficiently.
• Knowledge of room categories, rates, packages, and hotel policies.
• Strong organizational and multitasking skills.
• Attention to detail and accuracy.
• Problem-solving and conflict-resolution skills.
• Ability to meet sales and upselling targets.
• Good telephone etiquette and professional email communication.

Minor International is one of the largest hospitality and leisure companies in the Asia Pacific region. Today Minor International has a global presence with hotels and resorts, restaurants and retail shops across Asia, the Middle East, Africa, Europe, the Americas and Australasia. When Passion Meets Growth, Opportunity Sparks. At some point, we all hit a ceiling, and few have the passion or opportunity to break through. At Minor, we’ve made it our mission to encourage our people to push boundaries in search of opportunity and achieve their fullest potential. When the business grows, so do our people.