Reservations Agent - Luxury Hotel Bookings

Accor Group; Dubai; On-site; AED 45,000 - 73,000; Full time

Benefits offered by this job

Hotel discounts

Job summary

Accor is seeking a Reservations Agent for luxury hotel bookings in Dubai. Handle inquiries, confirm details, and manage room inventory across platforms. You will coordinate with Front Desk, Sales, Concierge, and Revenue teams to ensure accurate reservations and high guest satisfaction.

The role requires at least 1 year of experience in reservations or related roles, strong communication, and familiarity with Accor systems. A luxury hotel environment and upselling skills are highly valued.

Qualifications

• The ideal candidate has at least 1 year of experience in reservations or related hotel booking/front office roles.
• Understanding of room reservations, rate plans, availability management, booking modifications, cancellations, and guest profile maintenance.
• Familiarity with Accor distribution and reservation systems is preferred.

Responsibilities

• Respond promptly to reservation inquiries via telephone, email, hotel systems, and online platforms.
• Explain room categories, rates, packages, promotions, and booking conditions clearly.
• Ask questions to understand guest preferences, travel purpose, budget, and special requirements.
• Recommend suitable rooms, packages, and services based on guest needs.
• Create new reservations accurately and confirm all booking details.
• Modify existing bookings while maintaining correct dates, rates, and guest info.
• Process cancellations per policy and explain charges.
• Send reservation confirmations, amendments, and cancellation notices.
• Record guest preferences and arrival details in the system.
• Maintain guest profiles for personalized service across stays.
• Coordinate VIP bookings and communicate arrangements to relevant departments.
• Manage group reservations and assist with rooming lists and updates.
• Assist with conference, event, and corporate bookings.
• Collaborate with Front Desk to ensure complete reservation details.

Skills

Hotel reservations

Room booking management

Telephone reservations

Email reservations

Online booking platforms

Accor reservation systems

Distribution systems

Room inventory management

Rate plan knowledge

Reservation modifications

Booking confirmations

Cancellation processing

VIP reservations

Group bookings

Special event reservations

Guest profile management

Upselling

Package recommendations

Occupancy support

Revenue optimization

Booking discrepancy resolution

Front Desk coordination

Concierge coordination

Sales team coordination

Guest complaint handling

Hotel promotion knowledge

Data accuracy

Customer service

Professional communication

Multitasking

Confidentiality

Tools

Accor reservation systems

Distribution systems

Hotel systems

Job description

Reservations Agent - Luxury Hotel Bookings Job Snapshot
Role: Reservations Agent - Luxury Hotel Bookings
Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Reservations-Ticketing
Experience: Minimum 1 year
Job Type: Full-time

Job Details
Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Reservations-Ticketing
Salary: 4000-6500 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

The Reservations Agent is often the first hotel representative a prospective guest contacts before arrival. The role combines booking administration, product knowledge, guest communication, inventory awareness, and coordination with operational teams. Accurate reservation handling helps prevent booking errors, improve conversion, maximize room occupancy, and create a smooth transition from initial enquiry to check-in.

Key Responsibilities

• Respond promptly to reservation enquiries received by telephone, email, hotel systems, and online booking platforms.
• Explain available room categories, bedding options, rates, packages, promotions, and booking conditions clearly.
• Ask relevant questions to understand guest preferences, travel purpose, budget, and special requirements.
• Recommend suitable rooms, packages, and hotel services based on individual guest needs.
• Create new reservations accurately and confirm all required booking details.
• Modify existing bookings while maintaining correct dates, rates, room types, occupancy, and guest information.
• Process cancellations according to hotel policies and explain applicable charges or conditions professionally.
• Send clear reservation confirmations, amendments, and cancellation notices.
• Record guest preferences, arrival details, special requests, and important notes in the reservation system.
• Maintain accurate guest profiles to support personalized service during current and future stays.
• Coordinate VIP bookings and ensure special arrangements are communicated to the relevant departments.
• Manage group reservation requirements and support accurate rooming lists, allocations, and booking updates.
• Assist with bookings linked to conferences, celebrations, corporate stays, and special events.
• Collaborate with Front Desk colleagues to ensure reservation details are complete before guest arrival.
• Coordinate with Concierge teams regarding transport, local arrangements, and special guest requests.
• Work with Sales teams on corporate accounts, group business, negotiated rates, and event-related bookings.
• Monitor room inventory and availability across all approved booking channels.
• Help maximize occupancy by offering appropriate alternatives when requested room types are unavailable.
• Support revenue objectives through accurate rate application, upselling, and suitable package recommendations.
• Keep current with hotel promotions, seasonal offers, facilities, dining venues, and guest services.
• Identify booking discrepancies and correct them before they affect the guest experience.
• Resolve reservation-related complaints with patience, accuracy, and professional communication.
• Escalate complex rate, inventory, or policy matters to the responsible supervisor.
• Follow hotel procedures covering deposits, guarantees, cancellations, no-shows, and payment requirements.
• Maintain confidentiality of guest details, payment information, and booking records.
• Review upcoming arrivals and highlight VIP guests, repeat visitors, and special requests.
• Ensure reservation records remain complete, organized, and updated throughout the booking lifecycle.
• Maintain consistent service quality during busy periods and manage several enquiries efficiently.
• Contribute to smooth communication between Reservations, Front Office, Sales, Concierge, and Revenue teams.

Ideal Profile
The preferred candidate has at least one year of experience as a Reservations Agent or in a comparable hotel booking, front office, guest service, or call centre role. Applicants should understand room reservations, rate plans, availability management, booking modifications, cancellations, and guest profile maintenance. Familiarity with Accor distribution and reservation systems is strongly preferred. The role requires excellent communication, attention to detail, and the ability to explain booking options clearly. Candidates should be comfortable handling multiple enquiries while maintaining accuracy and a warm service approach. Previous experience in a luxury or five-star hotel environment would be valuable. The successful candidate will also demonstrate confidence in upselling, complaint handling, cross-department coordination, and personalized guest service.

Skills Set

• Hotel reservations
• Room booking management
• Telephone reservations
• Email reservations
• Online booking platforms
• Accor reservation systems
• Distribution systems
• Room inventory management
• Rate plan knowledge
• Reservation modifications
• Booking confirmations
• Cancellation processing
• VIP reservations
• Group bookings
• Special event reservations
• Guest profile management
• Special request handling
• Upselling
• Package recommendations
• Occupancy support
• Revenue optimization
• Booking discrepancy resolution
• Front Desk coordination
• Concierge coordination
• Sales team coordination
• Guest complaint handling
• Hotel promotion knowledge
• Data accuracy
• Customer service
• Professional communication
• Multitasking
• Confidentiality

Why Join Us

This position offers the opportunity to develop reservations, guest service, and hotel revenue experience within a five-star Hospitality environment. The role provides daily exposure to luxury bookings, VIP coordination, group reservations, hotel systems, and international guests. Accor supports employee learning, worldwide hotel discounts, and career mobility across its hotel network. Strong performance can lead to senior reservations, reservations supervision, revenue coordination, front office, sales support, or broader hotel commercial roles.

About the Company

Accor is an international hospitality group operating hotels, resorts, restaurants, and lifestyle destinations across a broad global portfolio. Grand Mercure Dubai City is a five-star property with 361 rooms, dining venues, modern meeting facilities, and a strong focus on personalized service, local culture, employee development, and memorable guest experiences.