Reservations Agent

About the role

We are looking for a detail‑oriented, customer‑focused Reservations Agent to join the hospitality team at Sofitel Al Hamra Beach Resort in Ras Al‑Khaimah, United Arab Emirates. The successful candidate will be the primary point of contact for guests booking accommodation, delivering warm and professional service across phone, email, online booking channels and the hotel website.

Key responsibilities

• Manage individual room reservations professionally across phone, email, booking channels and the website.
• Demonstrate comprehensive knowledge of room types, availability, promotions and hotel policies.
• Review and verify all booking details before guest arrival, ensuring accuracy of payments, special requests and reservation information.
• Process payments and handle documentation correctly, including advance purchase bookings and corporate arrangements.
• Identify and communicate upselling opportunities such as room upgrades, packages, dining experiences and ancillary services.
• Support revenue strategy by analysing booking patterns and identifying ways to optimise conversion rates and average spend.
• Drive direct bookings while maintaining rate integrity across online travel agency platforms.
• Collaborate with Front Office, Housekeeping, Sales and Revenue teams to ensure smooth guest arrivals and stays.
• Provide professional support to corporate bookers, travel agents and partner organisations.
• Maintain accurate rooming lists, billing instructions, guest preferences and special requests.
• Support front‑desk operations and wider hotel functions during peak periods or unexpected situations.
• Adapt to new approaches and continuously seek opportunities to improve reservation processes and guest satisfaction.

Required profile

• Excellent phone communication and interpersonal skills with the ability to build rapport with diverse guests.
• Strong computer proficiency and typing accuracy, with experience using reservation systems and booking platforms.
• Exceptional organisational and time‑management abilities with meticulous attention to detail.
• Proficiency in email communication and multi‑channel customer interaction.
• Solid understanding of payment processing, billing procedures and financial documentation.
• Ability to prioritise multiple tasks, work independently and seek clarification when needed.
• Strong problem‑solving skills with a resilient, solution‑oriented mindset.
• Demonstrated ability to work collaboratively across hotel departments.
• Flexibility to support front‑desk operations during peak periods or unexpected situations.

Required skills