Reservations Agent - Hotel Booking Services

Accor Group; Dubai; On-site; AED 39,060 - 66,960; Full time

Job summary

Accor in Dubai is seeking a Reservations Agent for Hotel Booking Services. You will manage room enquiries, convert inquiries to bookings, and maintain complete guest records using Opera and TARS across multiple channels.

The ideal candidate has 1–2 years in Reservations or Front Office, with strong English communication, attention to detail, and the ability to upsell hotel services while upholding the brand's selling strategy.

Qualifications

• 1–2 years experience in hotel Reservations or Front Office.
• Working knowledge of Opera, preferably Opera Cloud.
• Fluency in English.
• Ability to apply selling strategies and upsell services.

Responsibilities

• Answer reservation enquiries by phone, email, or approved channel.
• Verify guest details, dates, occupancy, room type, and rate code.
• Enter bookings into Opera and generate confirmations.
• Quote rates per selling strategy and upsell breakfast, transfers, and services.
• Process amendments, cancellations, and payments.
• Maintain accurate reservation records and communicate with Front Office.

Skills

Hotel reservations

Opera/Opera Cloud

TARS

Fluency in English

Telephone etiquette

Tools

Opera Cloud

TARS

CRM systems

Job description

Job Snapshot

Reservations Agent - Hotel Booking Services Job Snapshot Role: Reservations Agent - Hotel Booking Services Location: Dubai, United Arab Emirates Industry: Hospitality Function: Customer Service Experience: 1-2 years in Front Office, Reservations, or Sales Job Type: Full-time Position Overview Accor is hiring a Reservations Agent - Hotel Booking Services in Dubai, United Arab Emirates, for a Hospitality role managing room enquiries, booking conversions, guest preferences, and reservation records. This opportunity suits a customer-focused professional who can provide accurate information, recommend suitable accommodation, and secure bookings through telephone and digital channels. The Reservations Agent will use Opera and TARS to create complete guest records, process confirmations, update billing instructions, and apply the hotel 's approved selling strategy. By combining responsive service with relevant upselling, the position will contribute to occupancy, room revenue, longer stays, and repeat business.

Job Details

Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Customer Service Salary: 3500-6000 Estimated salary range based on similar jobs in Dubai; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Key Responsibilities

• Respond promptly to reservation enquiries received by telephone, email, fax, or an approved booking channel.
• Establish the guest 's arrival date, departure date, number of occupants, room preference, purpose of travel, and special requirements.
• Check room availability and quote the appropriate rate according to the hotel 's current selling strategy.
• Explain room categories, packages, inclusions, booking conditions, and cancellation terms clearly.
• Convert qualified enquiries into confirmed reservations wherever availability and guest requirements allow.
• Suggest alternative room types or dates when the original request cannot be accommodated.
• Process new bookings, amendments, cancellations, and other reservation requests within the required service timeframe.
• Ensure confirmations are prepared and issued on the same day the request is received.
• Maintain professional telephone etiquette and written communication throughout every interaction.
• Give guests accurate information without making unauthorized commitments. Reservation records must be complete and operationally useful.
• Enter booking details accurately into the Opera reservation system.
• Verify guest names, contact information, dates, occupancy, room type, rate code, market segment, and source of business.
• Record special requests, arrival information, accessibility needs, and room preferences clearly.
• Update billing instructions, payment arrangements, company details, and routing information as authorized.
• Add relevant comments and traces so Front Office and other departments can prepare for the stay.
• Review reservations for missing, inconsistent, or duplicate information before completing the transaction.
• Apply approved guarantee, deposit, cancellation, and no-show conditions.
• Protect payment information and personal guest data according to hotel procedures.
• Maintain accurate records of correspondence, confirmations, amendments, and cancellations.
• File reservation documentation systematically for efficient retrieval and audit purposes.
• Correct booking errors promptly and communicate material changes to affected departments.

The role will actively support hotel revenue performance.

• Follow minimum-rate and minimum-stay controls introduced by the Revenue team.
• Seek the strongest available revenue outcome while respecting the guest 's stated needs.
• Recommend higher room categories when their features provide genuine value.
• Introduce breakfast, transfers, dining, extended stays, and other relevant hotel services.
• Identify opportunities to increase the guest 's length of stay.
• Avoid unnecessary discounting or the use of unauthorized rates.
• Understand how booking conversion, average daily rate, occupancy, and length of stay affect hotel results.
• Remain informed about current promotions, packages, restrictions, and room availability.
• Communicate recurring objections or lost-booking reasons to the Reservations leadership team.
• Recognize demand patterns and report information that may assist revenue decisions.
• Support established strategies during high-demand dates, events, and restricted periods.
• Record sales leads that may generate corporate, group, or repeat business.
• Refer promising account opportunities to the Sales team with complete supporting information.

Guest relationships should extend beyond the immediate transaction.

• Build professional rapport with individual guests, travel arrangers, and regular bookers.
• Recognize returning customers and review previous preferences where permitted.
• Provide clear guidance about hotel facilities, dining venues, transportation, and available services.
• Answer booking-related questions patiently and confirm that the guest understands the agreed arrangements.
• Handle routine concerns within the authority of the position.
• Investigate reservation discrepancies carefully before proposing a solution.
• Escalate complex complaints, payment disputes, overbooking risks, or sensitive requests to the appropriate manager.
• Coordinate with Front Office when an enquiry concerns an existing or imminent stay.
• Follow up when additional information, authorization, or payment documentation is required.
• Encourage guest confidence through reliable communication and consistent follow-through.
• Support customer loyalty by making the booking process straightforward and personalized.

Daily effectiveness depends on informed coordination.

• Work closely with Revenue colleagues regarding rate controls, availability, restrictions, and selling priorities.
• Exchange booking information with Front Office to support smooth arrivals and room allocation.
• Coordinate with Sales on corporate accounts, negotiated rates, groups, and potential business leads.
• Inform Housekeeping or other operational departments of relevant special arrangements through approved channels.
• Review departmental updates, occupancy levels, expected arrivals, and high-demand dates at the start of the shift.
• Maintain awareness of hotel facilities, room features, operating hours, and current guest services.
• Keep knowledge of Opera and TARS functionality current.
• Assist colleagues during periods of heavy enquiry volume.
• Complete shift handovers with details of pending requests, unresolved cases, and important follow-ups.
• Report system problems, unusual booking activity, or recurring process errors without delay.
• Participate in briefings, training sessions, and departmental meetings.
• Carry out other reservation-related duties assigned by authorized management.

Ideal Profile

Applicants should have 1-2 years of experience in hotel Reservations, Front Office, or Sales. Previous work within a busy hospitality environment is preferred because the position requires familiarity with guest expectations, room products, rates, and time-sensitive booking activity. The successful candidate will be comfortable managing several enquiries without losing accuracy. They should listen carefully, communicate rates and conditions confidently, and recognize when a guest could benefit from a different room, package, or length of stay. Relevant capabilities include:

Relevant capabilities include:

• Experience processing hotel reservations or guest enquiries
• Working knowledge of Opera, preferably Opera Cloud
• Familiarity with TARS or a comparable reservation platform
• Strong telephone etiquette
• Clear and professional email writing
• Accurate data entry and record management
• Understanding of room categories, rates, and booking conditions
• Ability to apply selling strategies consistently
• Confidence recommending upgrades and additional services
• Careful handling of billing and guest information
• Independent problem-solving within approved authority
• Ability to remain organized during high enquiry volumes
• Strong interpersonal and collaboration skills
• Fluency in English
• Additional language ability as an advantage
• Flexibility to work shifts, weekends, and public holidays

Skills Set

• Hotel reservations
• Opera Cloud
• TARS
• Property Management Systems
• Reservation conversion
• Telephone booking support
• Email enquiry management
• Room availability checking
• Rate-plan application
• Booking amendments
• Reservation cancellations
• Guest-profile management
• Special-request recording
• Billing instruction updates
• Booking confirmation processing
• Upselling and cross-selling
• Length-of-stay optimization
• Revenue strategy compliance
• Hotel product knowledge
• Corporate account recognition
• Sales lead identification
• Guest complaint handling
• Reservation filing
• Data accuracy
• Shift handover
• Microsoft Office applications
• Front Office coordination
• Customer relationship development

Why Join Us

Hotel reservation professionals remain essential as guests expect fast answers, accurate bookings, and personalized assistance across several communication channels. This Dubai opportunity provides practical exposure to international hotel systems, revenue-focused selling, guest communication, and coordination with commercial and operational teams. Experience gained in the position can support progression into Senior Reservations Agent, Reservations Supervisor, Assistant Reservations Manager, Revenue Coordinator, Front Office, or hotel sales roles. Accor also offers learning opportunities, professional recognition, and potential career mobility across a broad international portfolio of hospitality brands.

About the Company

Accor is a global hospitality group with more than 45 brands spanning hotels, resorts, restaurants, and lifestyle destinations. Its teams combine responsible hospitality, professional development, commercial innovation, and guest-focused service across properties in numerous international markets.