Reservations Agent – Hotel Front Desk

About the role

The Reservations Agent is the first point of contact for guests calling or emailing to book, modify, or cancel stays at Aloft Abu Dhabi. You will ensure accurate reservations, convey hotel policies, and provide exceptional service that supports revenue goals.

Key responsibilities

• Process reservation requests, changes, and cancellations received via phone, fax, or email.
• Identify guest needs, recommend appropriate room types, and verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Document special requests, such as disability accommodations or complimentary rooms.
• Enter reservation data accurately into the hotel reservation system, including codes for employee discounts, travel‑agent rates, and wholesale bookings.
• Follow sales techniques to maximize revenue and apply proper escalation procedures for guest concerns.
• Maintain professional appearance, protect guest privacy, and adhere to company policies and quality standards.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience or specific certifications needed.