Complex Reservations Agent

About the role

The Complex Reservations Agent ensures smooth handling of all reservation requests, changes, and cancellations for Westin Hotels & Resorts in Dubai Marina. You will be the first point of contact for guests, providing accurate information and delivering a high level of service.

Key responsibilities

• Process reservation requests, modifications, and cancellations received via phone, fax, or mail.
• Identify guest needs, verify room availability, and recommend appropriate room types and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Document and accommodate special requests, answer questions about property facilities, and follow sales techniques to maximize revenue.
• Enter reservation data accurately, including special room types such as complimentary rooms, employee discounts, and travel‑agent rates.
• Escalate guest concerns according to proper procedures and adhere to all company policies.
• Maintain a professional appearance, protect confidential information, and ensure guest privacy and security.
• Assist guests with disabilities, use proper telephone etiquette, and support team goals.
• Perform light physical tasks (lifting ≤10 lb) and other duties as assigned.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience or specific licenses needed.

Required skills

What we offer

• Full‑time employment in a leading international hotel brand.
• Opportunities for career development within the hospitality industry.
• Inclusive and diverse workplace culture.