Room Reservations Agent - Hotel Bookings

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

Benefits offered by this job

Competitive tax‑free salary

Comprehensive medical insurance

Annual flights home

Discounted rates at Kerzner properties

Job summary

Atlantis Resorts operates Atlantis, The Palm in Dubai, delivering luxury hospitality to international guests. This role involves handling telephone and written inquiries, processing room bookings, and addressing guest concerns to ensure an exceptional experience.

The Reservations Agent will maintain accurate records in Opera, promote upgrades and packages, and coordinate with multiple teams to resolve issues while delivering attentive service.

Qualifications

• Previous hotel reservations, call center, Front Office, Guest Relations, or Club Lounge experience.
• Fluent written and spoken English.
• Fluency in Russian, Arabic, Chinese, or French is preferred.

Responsibilities

• Answer incoming reservation calls professionally and identify guests’ accommodation requirements.
• Process room reservations according to approved policies and procedures.
• Respond promptly to emails, messages, and other reservation correspondence.
• Explain room categories, suites, rates, packages, promotions, inclusions, and booking conditions.
• Check availability and recommend suitable accommodation based on travel dates, party size, preferences, and budget.
• Create and enter new reservations accurately in Opera.
• Modify, confirm, or cancel bookings according to terms and guest instructions.
• Verify names, arrival and departure dates, room types, rates, contact details, payment arrangements, and special requests.
• Provide information about resort services, restaurants, transportation, entertainment, and attractions.
• Support guests with questions about existing bookings, deposits, guarantees, cancellation rules, and package benefits.
• Promote upgrades, value‑added packages, dining experiences, and resort activities where appropriate.

Skills

Hotel reservations

Telephone reservations

Guest service

Multilingual communication

Tools

Opera

Job description

Room Reservations Agent – Hotel Bookings

Location: Dubai, United Arab Emirates

Industry: Hospitality • Function: Reservations‑Ticketing • Experience: Previous hotel reservations, call center, front office, guest relations, or club lounge experience • Job Type: Full‑time

Role Summary

Room Reservations Agent within Atlantis, The Palm. Responsible for telephone and written inquiries, room bookings, guest concerns, and maintaining accurate records in Opera while delivering attentive luxury service.

Key Responsibilities

• Answer incoming reservation calls professionally and identify guests’ accommodation requirements.
• Process room reservations according to approved policies and procedures.
• Respond promptly to emails, messages, and other reservation correspondence.
• Explain room categories, suites, rates, packages, promotions, inclusions, and booking conditions.
• Check availability and recommend suitable accommodation based on travel dates, party size, preferences, and budget.
• Create and enter new reservations accurately in Opera.
• Modify, confirm, or cancel bookings according to terms and guest instructions.
• Verify names, arrival and departure dates, room types, rates, contact details, payment arrangements, and special requests.
• Provide information about resort services, restaurants, transportation, entertainment, and attractions.
• Support guests with questions about existing bookings, deposits, guarantees, cancellation rules, and package benefits.
• Promote upgrades, value‑added packages, dining experiences, and resort activities where appropriate.
• Troubleshoot booking discrepancies and coordinate solutions with relevant departments.
• Handle reservation complaints patiently and maintain a positive, service‑focused approach.
• Escalate complex issues to the appropriate supervisor.
• Coordinate with Front Office, Revenue Management, Sales, Finance, Guest Relations, and Concierge teams.
• Follow up on incomplete bookings, pending payments, special arrangements, and unresolved correspondence.
• Record guest preferences and important service notes in the reservation profile.
• Prepare reservation reports and assist with routine team administration.
• Maintain accurate documentation for amendments, cancellations, confirmations, and guest communications.
• Protect confidential guest details, payment information, and reservation records.
• Follow approved credit, data security, cancellation, and booking control procedures.
• Maintain current knowledge of resort promotions, room inventory, services, and operating information.
• Meet departmental standards for call quality, response time, booking accuracy, conversion, and guest satisfaction.
• Support colleagues during high‑volume periods and complete additional reservation duties as assigned by management.

Ideal Profile

• Previous experience in hotel reservations, call center, Front Office, Guest Relations, Club Lounge, or comparable service environment.
• Practical experience using Opera is essential.
• Good computer literacy and confidence using email, booking systems, and office applications.
• Fluent written and spoken English.
• Fluency in Russian, Arabic, Chinese, or French is preferred.
• Professional and confident telephone communication.
• Strong attention to room types, dates, rates, guest names, payments, and booking conditions.
• Patient and respectful when handling detailed enquiries or complaints.
• Able to manage calls, correspondence, reservations, and follow‑up tasks simultaneously.
• Passionate about customer service and creating a smooth booking experience.
• Positive attitude with the ability to remain composed during busy periods.
• Impeccable personal presentation and professional conduct.
• Comfortable communicating with guests from diverse cultural backgrounds.
• Able to work independently while contributing to reservations team targets.
• Flexible to work shifts, weekends, evenings, and public holidays.

Skills Set

• Hotel reservations
• Opera
• Room booking management
• Telephone reservations
• Reservation correspondence
• Rate quotation
• Room availability checks
• Booking confirmation
• Booking amendments
• Reservation cancellations
• Guest profile management
• Package promotion
• Room upselling
• Complaint handling
• Reservation troubleshooting
• Call center operations
• Front Office coordination
• Payment information handling
• Reservation reporting
• Data accuracy
• Luxury guest service
• Multilingual communication
• Resort product knowledge
• Customer service

Benefits

Competitive tax‑free salary (AED 4,500‑7,000), comprehensive medical insurance with dental coverage, annual flights home, life insurance, incentive opportunities, food and beverage privileges, discounted rates at Kerzner properties worldwide, professional training, career mobility, wellbeing support, and internal advancement opportunities.

About the Company

Atlantis Resorts operates Atlantis, The Palm in Dubai, a luxury destination featuring 1,544 rooms and suites, celebrity‑chef restaurants, marine attractions, entertainment, and one of the world’s largest waterparks. The resort serves international leisure and business travelers seeking distinctive accommodation and personalized experiences. As part of Kerzner International, Atlantis Dubai employs more than 6,000 colleagues representing 129 nationalities, promoting inclusion, professional development, employee wellbeing, service excellence, and long‑term careers in luxury hospitality.