Group Reservations Agent

About the role

FIVE Hotels and Resorts is hiring a Group Reservations Agent in Dubai. The agent acts as the first point of contact for room reservations, handles guest communications across several channels, and promotes the hotel while meeting service and revenue targets.

Key responsibilities

• Act as the initial touchpoint for room reservations and handle guest communications by phone, email and WhatsApp, responding within 24 hours.
• Contact guests arriving within 24 hours to confirm reservations and special requests.
• Answer sales inquiries promptly and politely, and handle guest queries, requests and complaints about reservations, escalating them to supervisors when needed.
• Use selling, up-selling, cross-selling and negotiation techniques to maximise revenue.
• Maintain up-to-date knowledge of rates, promotions, packages and facilities.
• Check extranets daily for arrivals and departures and enter reservation details accurately into the property management system.
• Perform daily reservation and administrative tasks, coordinate with the finance team on refunds and credit checks, and liaise with the front office on guest information.
• Take part in training programmes and departmental meetings, and achieve performance targets.

Required profile

• Fluent, accent-neutral English; additional languages are a plus.
• Previous call centre experience and knowledge of Genesys is advantageous.
• Strong familiarity with the Dubai market is highly advantageous.
• Previous experience of 1-2 years in a luxury hotel in a similar role is a plus.

Required skills

• Computer literacy with Word, Excel and Outlook.
• Exceptional knowledge of Hotel PMS, specifically Opera.
• Familiarity with OTAs and other hotel systems is advantageous.

The advertised compensation is a fixed monthly salary of AED 2,000. Applications are made through the company's careers page.