Reservations Officer (2 years of experience of hotel reservation required)

AccorHotel; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading international hotel group in Dubai is seeking a Reservations professional to manage incoming and outgoing room reservation requests. Responsibilities include promoting loyalty programs, ensuring guest satisfaction, and maintaining accurate reservation data. The ideal candidate should have a high school diploma and proven experience in customer service or reservations, emphasizing communication and sales skills. This is a full-time position with no remote work options.

Qualifications

• Proven experience in a reservations or customer service role, preferably in a hotel.
• Professional demeanor focusing on guest satisfaction and privacy.
• Fluency in English; additional languages preferred.

Responsibilities

• Handle incoming and outgoing reservations via various channels.
• Promote loyalty programs and hotel promotions to guests.
• Manage guest complaints and ensure timely resolutions.
• Maintain accurate reservation data in the Property Management System.

Skills

Communication skills

Sales skills

Customer service skills

Multi-tasking

Education

High school diploma or equivalent

Degree in Hospitality Management or related field

Job description

Reservations Responsibilities

• 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 follow 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.

Remote Work

No

Employment Type

Full-time