Reservations Agent - Hotel Bookings

The Ritz-Carlton Hotel Company, L.L.C.; Abu Dhabi; On-site; AED 40,000 - 64,000; Full time

Job summary

The Ritz-Carlton Hotel Company, L.L.C. in Abu Dhabi, United Arab Emirates, seeks a Reservations Agent to manage guest reservations, changes, and cancellations. You will assist guests in selecting room types, understanding rates and policies, and communicating hotel offerings with professionalism and courtesy.

This on-site, full-time role supports revenue while delivering Ritz-Carlton service standards, handling guest inquiries, and maintaining precise booking records across reservation channels.

Qualifications

• High school diploma or equivalent required.
• No related work experience required.
• Strong communication and customer service skills are essential.

Responsibilities

• Process reservation requests, changes, and cancellations by phone, fax, or email.
• Identify guest requirements and select appropriate room type and rate.
• Check availability and applicable rates before confirming reservations.
• Explain guarantees, special rates, and cancellation policies clearly to guests.
• Record and maintain accurate booking information in the system.
• Respond to guest inquiries about hotel facilities, services, and accommodations.
• Apply sales techniques to support hotel revenue while upholding service standards.
• Handle special requests and ensure privacy and confidentiality of guest information.

Skills

Customer service

Communication

Sales techniques

Attention to detail

Telephone etiquette

Education

High school diploma

Tools

Reservation system

Job description

Reservations Agent - Hotel Bookings Job Snapshot Role: Reservations Agent Location: Abu Dhabi, United Arab Emirates Industry: Hospitality Function: Reservations-Ticketing Experience: No related work experience required Job Type: Full-time Position Overview The Reservations Agent is a full-time, non-management opportunity with The Ritz-Carlton in Abu Dhabi, United Arab Emirates. The role manages guest reservation requests, modifications, and cancellations while helping guests select suitable room types and understand available rates, guarantees, special offers, and cancellation policies. Working directly with guests through reservation channels, the Reservations Agent accurately maintains booking information, handles special requests, provides information about hotel facilities and accommodations, and applies appropriate sales techniques to support revenue while maintaining The Ritz-Carlton 's service standards.

Job Details

Country: United Arab Emirates City: Abu Dhabi Industry: Hospitality Function: Reservations-Ticketing Salary: Not disclosed Gender: No Preference Candidate Nationality: Not specified Job Type: Full-time Job Number 26115316 Position Type Non-Management Work Arrangement This is an on-site position and is not located remotely.

Key Responsibilities

• Process reservation requests, changes, and cancellations received by telephone, fax, or mail.
• Identify each guest 's reservation requirements and determine an appropriate room type.
• Check room availability and applicable rates before confirming reservations.
• Clearly explain guarantee, special rate, and cancellation policies to callers.
• Record and accommodate special guest requests where appropriate.
• Answer questions concerning hotel facilities, services, room features, and accommodations.
• Apply established sales techniques when handling reservations to support hotel revenue.
• Enter, retrieve, and maintain booking information accurately within the reservation system.
• Apply the correct codes and rates for special reservation categories, including complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations.
• Follow established escalation procedures when responding to guest concerns.
• Protect the privacy and security of guests and coworkers and maintain the confidentiality of proprietary information.
• Anticipate and respond to guest service needs while providing appropriate assistance to individuals with disabilities.
• Communicate clearly and professionally and follow appropriate telephone etiquette.
• Work positively with colleagues and support the team in achieving common goals.
• Follow applicable quality assurance standards and company procedures.
• Perform other reasonable duties requested by supervisors.

Guest Service Standards

The Reservations Agent is expected to welcome and acknowledge guests according to company standards, understand their accommodation requirements, respond appropriately to questions, and provide accurate reservation information. The role requires genuine appreciation when communicating with guests and careful handling of booking details, special requests, room rates, and reservation policies. Guest concerns should be addressed professionally and escalated through the appropriate process when necessary.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience required.
• Supervisory Experience: No supervisory experience required.
• License or Certification: None required.

Physical Requirements

The position requires the ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

The Ritz-Carlton Gold Standards

The Ritz-Carlton 's Gold Standards provide the foundation for how its Ladies and Gentlemen serve guests and work with one another. Associates are expected to learn and exemplify principles including the Credo, Employee Promise, and Service Values while delivering thoughtful and gracious hospitality.

About the Company

The Ritz-Carlton operates more than 100 award-winning properties worldwide and is part of Marriott International 's portfolio of brands. The brand is recognized for luxury hospitality delivered by its Ladies and Gentlemen and guided by its established Gold Standards.