وصف الوظيفة
Role Overview
Cluster Reservation Agent for NH Collection Dubai The Palm and DUKES The Palm, Dubai Hotel, located in Dubai.
Company Overview
NH Collection Hotels & Resorts operates captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. The hotels are thoughtfully designed with an eclectic-elegant atmosphere to evoke extraordinary feelings through stimulating details that create truly memorable moments. NH Collection welcomes business travellers, friends, and couples seeking premium service, and crafts experiences centred on wellbeing, gastronomy, culture, and pure indulgence.
Role Purpose
Support the reservations operations of DUKES The Palm, Dubai Hotel and NH Collection Dubai The Palm by handling reservation enquiries and bookings accurately and efficiently while delivering excellent guest service and maximizing revenue opportunities across both properties.
Key Responsibilities
Reservations Processing
- Handle room reservation enquiries through telephone, email, online channels, and other booking platforms.
- Process new bookings, amendments, cancellations, and special requests accurately.
- Ensure reservation details, guest profiles, rates, payment instructions, and special requests are correctly recorded in the system.
- Handle reservations from direct guests, corporate accounts, travel agents, and online travel agencies (OTAs).
Guest Communication & Service
- Provide guests with accurate information on room types, rates, packages, promotions, and hotel facilities.
- Maintain professional communication and respond promptly to guest and partner enquiries.
- Deliver excellent guest service throughout the reservation process.
Revenue Management
- Maximize revenue opportunities through effective upselling and cross-selling.
Stakeholder Coordination
- Coordinate with Front Office, Revenue, Sales, Finance, and other departments to ensure a seamless guest experience.
Compliance & Operations
- Follow hotel policies, brand standards, reservation procedures, and data confidentiality requirements.
- Support both cluster properties according to operational and business requirements.
Qualifications & Experience
- Previous experience in Reservations, Front Office, Guest Services, or a similar hospitality role is preferred.
- Experience in a 4- or 5-star hotel environment is an advantage.
Skills & Competencies
- Knowledge of hotel reservation/PMS systems and online booking platforms is preferred.
- Excellent verbal and written communication skills in English.
- Strong attention to detail and organizational skills.
- Guest-focused with good sales and upselling abilities.
- Able to multitask and work effectively in a fast-paced environment.
- Positive team player with the flexibility to support both cluster properties.