Reservations Specialist – Cluster Hotels & Guest Experience

NH Collection Hotels & Resorts; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

NH Collection Dubai The Palm is seeking a dynamic Cluster Reservation Agent to support reservations for DUKES The Palm, Dubai Hotel and NH Collection Dubai The Palm. You will handle inquiries, process bookings, and provide guests with accurate information about room types, rates, and packages.

You will maximize revenue through upselling and cross-selling, maintain precise reservation records, and collaborate with Front Office, Revenue, Sales, and Finance to ensure a seamless guest experience.

Qualifications

• Previous experience in Reservations, Front Office, Guest Services, or a similar hospitality role is preferred.
• Experience in a 4- or 5-star hotel environment is an advantage.
• Knowledge of hotel reservation/PMS systems and online booking platforms is preferred.
• Excellent verbal and written communication skills in English.
• Strong attention to detail and organizational skills.
• Guest-focused with good sales and upselling abilities.
• Able to multitask and work effectively in a fast-paced environment.
• Positive team player with the flexibility to support both cluster properties.

Responsibilities

• Handle room reservation enquiries through telephone, email, online channels, and other booking platforms.
• Process new bookings, amendments, cancellations, and special requests accurately.
• Provide guests with accurate information on room types, rates, packages, promotions, and hotel facilities.
• Maximize revenue opportunities through effective upselling and cross-selling.
• Ensure reservation details, guest profiles, rates, payment instructions, and special requests are correctly recorded in the system.
• Coordinate with Front Office, Revenue, Sales, Finance, and other departments to ensure a seamless guest experience.
• Handle reservations from direct guests, corporate accounts, travel agents, and online travel agencies (OTAs).
• Maintain professional communication and respond promptly to guest and partner enquiries.
• Follow hotel policies, brand standards, reservation procedures, and data confidentiality requirements.
• Support both cluster properties according to operational and business requirements.

Skills

Customer service

Upselling

Communication skills

Multitasking

Team player

Tools

PMS systems

Online booking platforms

Job description

NH Collection Dubai The Palm is seeking a dynamic Cluster Reservation Agent to support reservations for DUKES The Palm, Dubai Hotel and NH Collection Dubai The Palm. You will handle inquiries, process bookings, and provide guests with accurate information about room types, rates, and packages.

You will maximize revenue through upselling and cross-selling, maintain precise reservation records, and collaborate with Front Office, Revenue, Sales, and Finance to ensure a seamless guest experience.