Cluster Reservation Agent – Hotel Reservations

About the role

The Cluster Reservation Agent will support the reservations operations of two NH Collection properties in Dubai, ensuring accurate bookings and exceptional guest service. You will act as the first point of contact for reservation enquiries across multiple channels and help maximise revenue through upselling and cross‑selling.

Key responsibilities

• Handle room reservation enquiries via telephone, email, online channels and OTAs.
• Process new bookings, amendments, cancellations and special requests with precision.
• Provide guests with up‑to‑date information on room types, rates, packages, promotions and hotel facilities.
• Record reservation details, guest profiles, rates and payment instructions accurately in the PMS.
• Coordinate with Front Office, Revenue, Sales, Finance and other departments to ensure a seamless guest experience.
• Maintain professional communication with direct guests, corporate accounts, travel agents and OTA partners.
• Adhere to hotel policies, brand standards, reservation procedures and data confidentiality requirements.

Required profile

• Previous experience in reservations, front office or guest services, preferably in a 4‑ or 5‑star hotel.
• Strong attention to detail and ability to work efficiently in a fast‑paced environment.
• Excellent communication skills and a guest‑focused attitude.

Required skills

• Proficiency with hotel reservation/PMS systems.
• Familiarity with online booking platforms.