Cluster Reservations Agent – Luxury Hotel & Residences

About the role

We are seeking a passionate Cluster Reservations Agent to manage guest reservations and enquiries for InterContinental Hotel & Residences Abu Dhabi and its cluster, ensuring exceptional service and seamless experiences.

Key responsibilities

• Handle incoming reservation calls, emails and enquiries promptly and professionally.
• Assist guests with room and residence bookings, amendments, cancellations and special requests.
• Provide accurate information on room types, rates, packages, promotions and hotel facilities.
• Upsell and cross‑sell to maximize revenue opportunities.
• Enter and maintain reservations accurately in the hotel reservation system.
• Coordinate with Front Office, Sales, Revenue and other departments to ensure smooth guest experiences.
• Follow up on enquiries and potential business opportunities.
• Maintain up‑to‑date product knowledge of hotel and cluster offerings.
• Handle guest concerns professionally and ensure appropriate follow‑up.

Required profile

• Previous experience in reservations, front office or a similar hotel role (preferred).
• Excellent communication and interpersonal skills.
• Strong customer service and sales orientation.
• Ability to multitask in a fast‑paced environment with attention to detail.
• Positive attitude and genuine passion for hospitality.
• Fluency in English; additional languages are a plus.

Required skills

• Hotel reservation systems
• Microsoft Office

What we offer

• Competitive salary rewarding performance.
• Impressive room discounts.
• Extensive training and development opportunities.