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 enquiries, process bookings and ensure a seamless guest experience across both properties.

Key responsibilities

• Manage room reservation enquiries via phone, email, online channels and booking platforms.
• Process new bookings, amendments, cancellations and special requests accurately.
• Provide guests with up‑to‑date information on room types, rates, packages, promotions and hotel facilities.
• Upsell and cross‑sell to maximise revenue opportunities.
• Record reservation details, guest profiles, rates and payment instructions in the PMS.
• Coordinate with Front Office, Revenue, Sales, Finance and other departments for a smooth guest journey.

Required profile

• Previous experience in Reservations, Front Office, Guest Services or a similar hospitality role.
• Experience in a 4‑ or 5‑star hotel environment is an advantage.
• Excellent verbal and written communication skills in English.
• Strong attention to detail, organisational ability and multitasking in a fast‑paced setting.

Required skills

• Knowledge of hotel reservation/PMS systems and online booking platforms.