Cluster Reservation Agent

About the role

The Cluster Reservation Agent will support the reservations operations of DUKES The Palm and NH Collection Dubai The Palm. You will handle guest enquiries, manage bookings and ensure a seamless experience across both properties while contributing to revenue growth.

Key responsibilities

• Receive and process reservation enquiries via telephone, email, online channels and OTAs.
• Create new bookings, amendments, cancellations and special requests with accuracy.
• Provide guests with up‑to‑date information on room types, rates, packages, promotions and hotel facilities.
• Upsell and cross‑sell to maximise revenue opportunities.
• Maintain accurate guest profiles, rates, payment instructions and special requests in the PMS.
• Coordinate with Front Office, Revenue, Sales, Finance and other departments to ensure a smooth guest journey.
• Handle reservations from direct guests, corporate accounts, travel agents and online travel agencies.
• Adhere to hotel policies, brand standards, reservation procedures and data confidentiality.

Required profile

• Previous experience in reservations, front office or guest services, preferably in a 4‑ or 5‑star hotel.
• Familiarity with hotel reservation/PMS systems and online booking platforms.
• Strong communication skills and a guest‑focused attitude.
• Ability to work collaboratively with multiple departments.

Required skills

• Hotel reservation PMS systems
• Online booking platforms