Room Reservations Agent - Guest Booking

Atlantis; Dubai; On-site; AED 50,220 - 78,120; Full time

Benefits offered by this job

Medical insurance

Annual flights home

Staff rates at Kerzner properties

Job summary

Atlantis Resorts in Dubai seeks a Room Reservations Agent to convert inquiries into bookings and liaise with guests from inquiry to arrival. You will handle calls, emails, and reservation updates with a focus on accuracy and guest satisfaction.

Ideal candidates are fluent in English, experienced in reservations, and familiar with Opera. The role requires flexible shifts and a customer-first approach in a luxury hospitality setting.

Qualifications

• Previous experience in hotel reservations, call center, or guest services.
• Fluent English; additional languages such as Russian, Arabic, Chinese or French are a plus.
• Experience with Opera or a comparable hotel management system is essential.

Responsibilities

• Answer incoming reservation calls promptly and greet guests professionally.
• Respond to emails and messages within established service timelines.
• Explain room categories, rates, availability, terms, and promotions to guests.
• Process new reservations using the hotel system and update records accurately.
• Modify, confirm, or cancel bookings per guest instructions and policies.
• Enter guest details, stay dates, payment info, and special requests precisely.
• Review reservation information before confirmation to avoid errors.
• Recommend suitable rooms and packages based on guest preferences and budget.
• Upsell upgrades, dining experiences, and resort services when appropriate.
• Handle questions about bookings, inclusions, and terms; troubleshoot issues with relevant departments.
• Maintain notes in guest profiles and ensure data security and confidentiality.

Skills

Hotel reservations

Reservation management

Telephone bookings

Email correspondence

Rate quotations

Room availability

Booking amendments

Booking cancellation

Guest profiles

Upselling

Package promotion

Complaint handling

Booking troubleshooting

Call centre

Front Office coordination

Guest relations

Reservation reporting

Payment handling

Data accuracy

Multilingual comms

Luxury hospitality

Customer service

Resort product knowledge

Tools

Opera

Job description

Room Reservations Agent - Guest Booking

Location: Dubai, United Arab Emirates

Industry: Hospitality

Function: Reservations‑Ticketing

Job Type: Full‑time

Job Reference: 20297

Job Details

• Country: United Arab Emirates
• City: Dubai
• Salary: 4,500‑7,000 AED (estimated range)
• Gender: Any
• Candidate Nationality: Any

Role Context

The Room Reservations Agent supports revenue generation and guest satisfaction by converting enquiries into accurate bookings and maintaining clear communication before arrival. The position acts as a dependable source of information for guests, handles incoming calls and correspondence, updates reservation records, assists with reports, and coordinates with internal departments to resolve accommodation and service requests.

Key Responsibilities

• Answer incoming reservation calls promptly and communicate with guests in a professional and welcoming manner.
• Respond to emails, messages, and other booking correspondence accurately and within established service timelines.
• Explain room categories, suites, packages, rates, promotions, availability, cancellation terms, and resort services.
• Process new room reservations using the approved hotel reservation system.
• Modify, confirm, or cancel bookings according to guest instructions and applicable policies.
• Enter guest names, contact information, stay dates, payment details, preferences, and special requests accurately.
• Review reservation information before confirmation to reduce errors and avoid arrival issues.
• Recommend suitable accommodation options based on guest preferences, budget, group size, and purpose of travel.
• Promote available room upgrades, packages, dining experiences, attractions, and resort services where appropriate.
• Provide detailed information about Atlantis, The Palm, Atlantis The Royal, restaurants, entertainment, and guest activities.
• Handle questions regarding existing bookings, payment requirements, inclusions, and reservation conditions.
• Troubleshoot booking problems and coordinate practical resolutions with relevant departments.
• Manage guest complaints patiently and escalate complex or sensitive matters when necessary.
• Maintain a positive and composed approach during high call volumes and demanding interactions.
• Coordinate with Front Office, Guest Relations, Revenue Management, Sales, Concierge, and Finance teams.
• Follow up on pending bookings, incomplete information, special requests, and payment requirements.
• Prepare daily, weekly, or operational reservation reports as assigned.
• Support the wider reservations team with administrative tasks and booking reviews.
• Maintain accurate notes in guest profiles and reservation records.
• Protect guest payment details, personal information, and confidential booking data.
• Follow approved rate, credit, cancellation, guarantee, and data security procedures.
• Use Opera and related systems accurately when creating or updating reservations.
• Maintain current knowledge of resort promotions, seasonal offers, operating information, and booking policies.
• Meet departmental standards for conversion, response time, accuracy, call quality, and guest satisfaction.
• Assist with additional reservation and customer service duties requested by management.

Ideal Profile

• Previous experience in a hotel reservations department, call center, Front Office, Guest Relations, Club Lounge, or a similar customer service environment.
• Strong interest in restaurants, hotels, travel, and luxury guest experiences.
• Fluent spoken and written English.
• Fluency in Russian, Arabic, Chinese, or French is preferred.
• Practical experience using Opera or a comparable hotel management system is essential.
• Good computer literacy and confidence using email, reservation platforms, and standard office software.
• Excellent telephone manner with clear pronunciation and active listening skills.
• Patient and courteous when responding to detailed questions or complaints.
• Strong attention to booking information, rates, dates, guest names, and payment conditions.
• Able to manage calls, correspondence, system updates, and follow‑up tasks simultaneously.
• Maintains a positive attitude during busy periods and changing operational demands.
• Professional personal presentation and behaviour.
• Passionate about customer service and creating a smooth booking experience.
• Able to work independently while supporting team targets.
• Comfortable communicating with guests and colleagues from different nationalities.
• Flexible to work shifts, weekends, evenings, and public holidays.

Skills Set

• Hotel room reservations
• Opera
• Reservation management
• Telephone bookings
• Email correspondence
• Rate quotation
• Room availability
• Booking amendments
• Reservation cancellation
• Guest profile management
• Upselling
• Package promotion
• Complaint handling
• Booking troubleshooting
• Call centre service
• Front Office coordination
• Guest relations
• Reservation reporting
• Payment information handling
• Data accuracy
• Multilingual communication
• Luxury hospitality
• Customer service
• Resort product knowledge

Why Join Us

This role offers a strong entry into hotel reservations, revenue operations, Front Office, Guest Relations, and commercial hospitality careers within Dubai. It provides regular interaction with international guests, exposure to reservation systems, booking conversion, resort products, and luxury service standards.

Atlantis Resorts offers a competitive tax‑free salary paid in UAE Dirhams, comprehensive medical insurance with dental coverage, annual flights home, life insurance, incentive opportunities, food and beverage privileges, and discounted rates at Kerzner properties worldwide. Colleagues also benefit from professional training, internal career mobility, wellbeing initiatives, and long‑term development opportunities across the Kerzner International portfolio.

About the Company

Atlantis Resorts operates Atlantis, The Palm in Dubai, an internationally recognized destination offering luxury accommodation, renowned dining, entertainment, marine attractions, and distinctive guest experiences. The resort includes 1,544 rooms and suites, celebrity‑chef restaurants, a major waterpark, aquarium experiences, and Dolphin Bay. Part of Kerzner International, Atlantis Dubai employs more than 6,000 colleagues representing 129 nationalities. Its working culture supports inclusion, continuous learning, employee wellbeing, service excellence, and career progression throughout luxury hospitality operations.