Cluster Reservation Agent

About the role

NH Collection Dubai The Palm is looking for a dynamic, guest-focused Cluster Reservation Agent to support the reservations operations of DUKES The Palm, Dubai Hotel and NH Collection Dubai The Palm. The successful candidate handles reservation enquiries and bookings accurately and efficiently while delivering excellent guest service and maximising revenue opportunities across both properties.

Key responsibilities

• Handle room reservation enquiries by telephone, email, online channels and other booking platforms.
• Process new bookings, amendments, cancellations and special requests accurately.
• Inform guests about room types, rates, packages, promotions and hotel facilities.
• Maximise revenue through effective upselling and cross-selling.
• Record reservation details, guest profiles, rates, payment instructions and special requests correctly in the system.
• Coordinate with Front Office, Revenue, Sales, Finance and other departments for a seamless guest experience.
• Handle reservations from direct guests, corporate accounts, travel agents and OTAs.
• Maintain professional communication and follow hotel policies, brand standards, reservation procedures and data confidentiality requirements.
• Support both cluster properties according to operational and business needs.

Required profile

• Previous experience in Reservations, Front Office, Guest Services or a similar hospitality role is preferred.
• Experience in a 4- or 5-star hotel is an advantage.
• Excellent verbal and written communication in English; strong attention to detail and organisational skills.
• Guest-focused with good sales and upselling abilities, able to multitask in a fast-paced environment.
• Positive team player with the flexibility to support both cluster properties.

Required skills

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