Reservations Agent

About the role

The Reservations Agent will manage all guest reservation requests for a 5‑star luxury hotel in Abu Dhabi, ensuring accurate bookings, upselling opportunities, and exceptional service throughout the reservation process.

Key responsibilities

• Process reservations, changes, and cancellations received via phone, fax or email, verifying room type, rate and availability.
• Explain guarantee, special rate and cancellation policies to guests and document special requests.
• Input correct codes for complimentary rooms, employee discounts, travel‑agent rates and wholesale reservations in the reservation system.
• Follow sales techniques to maximize revenue and handle OTA, travel‑agent, corporate and direct booking channels.
• Escalate guest concerns according to proper procedures and maintain confidentiality of proprietary information.

Required profile

• Minimum 1‑2 years of hotel reservations experience, preferably in a 5‑star luxury property.
• Strong verbal and written English communication skills; additional languages are a plus.
• Ability to work under pressure, meet deadlines and adapt to changing business needs.

Required skills

• SynXis CRS
• Opera PMS
• Opera Cloud