Reservations Officer

Sofitel; Dubai; On-site; AED 60,000 - 95,000; Full time

Job summary

Sofitel Dubai The Palm is seeking a Reservations professional to handle bookings via phone, email, and online channels, while delivering excellent guest service and promoting loyalty programs.

The role emphasizes sales-driven interactions, VIP guest identification, and accurate data entry in the PMS to support occupancy and revenue goals.

Qualifications

• High school diploma or equivalent required.
• Experience in reservations or customer service preferred in hotels.
• Fluency in English; additional languages a plus.

Responsibilities

• Handle all incoming and outgoing room reservation requests via phone, email, and online channels.
• Provide exceptional communication and sales skills to enhance the hotel's image and revenue.
• Recognize potential clients, forward information to Sales Department, and identify VIP guests.
• Promote Accor loyalty programs and hotel promotions to guests to increase retention and sales.
• Ensure guest privacy and confidentiality at all times.

Skills

Communication skills

Sales skills

Customer service

multitasking

Privacy and discretion

Education

High school diploma or equivalent

Hospitality degree (plus)

Tools

Property Management System (PMS)

Job description

Company Description

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With touches of French elegance interlaced throughout the resort, we invite guests to enjoy an environment \"Where life lives\" and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

Job Description

• Handle all incoming and outgoing room reservation requests via phone, email, and online channels, ensuring adherence to hotel standards and procedures.


• Provide exceptional communication and sales skills to enhance the hotel's image, offering guests an outstanding experience that promotes loyalty and increases revenue.


• Recognize potential clients, forward relevant information to the Sales Department, and identify VIP guests, applying appropriate policies for personalized service.


• Actively promote Accor loyalty programs and hotel promotions to guests to increase retention and sales.


• Ensure guest privacy and confidentiality at all times in line with company policy.


• Professionally manage guest complaints or special requests, ensuring timely resolution and documenting any issues for follow-up.


• Maintain accurate data entry for reservations in the Property Management System (PMS), ensuring all bookings are entered correctly and up-to-date.


• Keep a thorough understanding of guest preferences and booking history. Monitor booking availability and following up when necessary.


• Provide updated reports and statistics to management and other departments regarding reservation activity, occupancy rates, and any relevant data.


• Manage daily checklists, administrative tasks, and maintain filing and communication systems to ensure the reservation process runs smoothly.


• Carry out additional duties and special projects as assigned by management.

Qualifications

• High school diploma or equivalent required; a degree in Hospitality Management or related field is a plus.


• Proven experience in a reservations or customer service role, preferably in a hotel environment.


• Excellent communication, sales, and customer service skills.


• Ability to manage multiple tasks efficiently and prioritize in a fast-paced environment.


• Professional demeanor with a focus on guest satisfaction and privacy.


• Fluency in English and other languages is preferred.


• Knowledge of Accor’s loyalty programs and hotel promotions is a plus.