وصف الوظيفة
Role Overview
Reservations Agent position at La Suite Dubai Hotel & Apartment, operated by NH Collection Hotels & Resorts, 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 brand showcases thoughtfully designed properties with an eclectic-elegant atmosphere, welcoming business travellers, friends, and couples seeking premium service. Guest experiences centre on wellbeing, gastronomy, culture, and pure indulgence.
Role Purpose
The Reservations Agent handles guest reservation requests efficiently and professionally while delivering exceptional customer service. This role serves as the primary point of contact for guests seeking accommodation bookings and contributes to maximizing occupancy and revenue opportunities.
Key Responsibilities
Reservations Processing
- Process individual and group reservation requests via phone, email, website, and other booking channels.
- Update, modify, and cancel reservations in accordance with hotel policies and procedures.
- Ensure all reservation details are accurately entered into the Property Management System (PMS).
Guest Communication & Service
- Provide guests with accurate information regarding room types, rates, packages, promotions, and hotel facilities.
- Respond promptly and professionally to guest inquiries and requests.
- Maintain detailed knowledge of hotel products, services, facilities, and local attractions.
Revenue Optimization
- Upsell room categories, packages, and additional services to maximize revenue opportunities.
- Monitor room availability and report booking trends or discrepancies as required.
Coordination & Support
- Coordinate with Front Office, Sales, Revenue Management, and Housekeeping teams to ensure seamless guest experiences.
- Handle guest complaints and special requests efficiently, escalating issues when necessary.
Compliance & Administration
- Ensure compliance with company policies, brand standards, and data privacy requirements.
- Maintain accurate records and prepare reservation-related reports as needed.
Qualifications & Experience
- High school diploma or equivalent.
- Diploma or Degree in Hospitality, Tourism, or related field preferred.
- 1–2 years of experience in reservations, customer service, front office, or hospitality operations.
- Experience using Property Management Systems (Opera, Opera Cloud, or similar) is preferred.
Skills & Competencies
- Strong verbal and written communication skills in English; additional languages are an advantage.
- Excellent customer service and interpersonal skills.
- Strong attention to detail and organizational skills.
- Proficiency in Microsoft Office applications.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.