Reservations Agent

About the role

We are looking for a detail‑oriented Reservations Agent to join the hospitality team at Sofitel Al Hamra Beach Resort in Ras Al‑Khaimah, United Arab Emirates. The successful candidate will be the primary point of contact for guests booking accommodations, delivering warm and accurate service across phone, email and online channels.

Key responsibilities

• Manage individual room reservations professionally via phone, email, booking channels and the hotel website.
• Provide up‑to‑date information on room types, availability, promotions and hotel policies.
• Verify booking details, payments, special requests and ensure accuracy before guest arrival.
• Process payments, handle advance purchase bookings and corporate arrangements.
• Identify upselling opportunities such as room upgrades, packages, dining experiences and ancillary services.
• Support revenue strategy by analysing booking patterns and optimizing conversion rates.
• Maintain rate integrity across direct bookings and OTA platforms.
• Collaborate with Front Office, Housekeeping, Sales and Revenue teams to ensure smooth guest arrivals.
• Provide support to corporate bookers, travel agents and partner organisations.
• Maintain accurate rooming lists, billing instructions and guest preferences.
• Assist front‑desk operations during peak periods or unexpected situations.

Required profile

• Excellent phone communication and interpersonal skills with the ability to build rapport with diverse guests.
• Strong organisational and time‑management abilities with meticulous attention to detail.
• Ability to work independently, prioritise multiple tasks and seek clarification when needed.
• Solution‑oriented mindset with strong problem‑solving skills.
• Team player who can also take individual accountability.

Required skills

• Proficiency with reservation systems and online booking platforms.
• Strong computer literacy and accurate typing skills.
• Experience in payment processing, billing procedures and financial documentation.
• Effective multi‑channel email communication.