Requirements
The ideal candidate will possess excellent communication and interpersonal skills, strong computer proficiency with reservation systems, and exceptional organizational abilities. Proficiency in email, payment processing, and problem-solving are also essential. Previous experience in hotel reservations, front office operations, or hospitality customer service is preferred, as is familiarity with OTA systems and revenue management principles.
Description
Job description / Role
Job Type
Full Time
Job Location
Ras Al Khaimah, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Travel, Hotel & Tourism
Company description
Sofitel Al Hamra Beach Resort
Job description
We are seeking a detail-oriented and customer-focused reservations agent to join our dynamic hospitality team in Ras Al-Khaimah, United Arab Emirates. In this role, you will be the primary point of contact for guests seeking to book accommodations, delivering exceptional service across multiple communication channels. You will combine your passion for hospitality with strong organizational skills to ensure every reservation is handled with precision and warmth, while supporting our revenue and operational goals.
Manage individual room reservations professionally and efficiently across phone, email, booking channels, and website platforms, responding with genuine warmth and enthusiasm.
Demonstrate comprehensive knowledge of room types, availability, current promotions, and hotel policies to guide guests confidently and exceed their expectations.
Review and verify all booking details prior to guest arrival, ensuring accuracy in payments, special requests, and reservation information.
Process payments and handle documentation correctly, including advance purchase bookings and corporate arrangements.
Identify and communicate upselling opportunities, including room upgrades, packages, dining experiences, and ancillary services to enhance guest value and increase revenue.
Support revenue strategy by analyzing booking patterns and identifying opportunities to optimize conversion rates and average spend.
Drive direct bookings while maintaining consistency across online travel agency (OTA) platforms and rate integrity.
Collaborate seamlessly with front office, housekeeping, sales, and revenue teams to ensure smooth guest arrivals and seamless stays.
Provide professional and empathetic support to corporate bookers, travel agents, and partner organizations.
Maintain accurate and up-to-date rooming lists, billing instructions, guest preferences, and special requests.
Demonstrate flexibility by supporting front desk operations and wider hotel functions during peak periods or unexpected situations.
Adapt to new approaches and continuously seek opportunities to improve reservation processes and guest satisfaction.
Qualifications
Required skills and competencies:
Excellent phone communication and interpersonal skills with the ability to build rapport with diverse guests
Strong computer proficiency and typing accuracy with demonstrated experience using reservation systems and booking platforms
Exceptional organizational and time management abilities with meticulous attention to detail
Proficiency in email communication and multi-channel customer interaction
Solid understanding of payment processing, billing procedures, and financial documentation
Ability to prioritize multiple tasks, work independently, and ask for clarification when needed
Strong problem-solving skills with a resilient and solution-oriented mindset
Demonstrated ability to work collaboratively within a team environment while maintaining individual accountability
Preferred experience:
Previous experience in hotel reservations, front office operations, or hospitality customer service
Familiarity with online travel agency (OTA) systems and revenue management principles
Experience handling corporate or group bookings
Knowledge of hospitality industry standards and best practices
Experience in a multicultural or international hospitality environment
Essential qualities:
Genuine passion for delivering exceptional guest experiences and exceeding expectations
Positive attitude with a commitment to making a meaningful impact on every guest interaction
Flexibility and adaptability to changing priorities and operational needs
Curiosity and openness to learning new systems, processes, and approaches
Transparent communication style with strong ethical standards
Empathetic approach to guest concerns and complaint resolution
Goal-oriented mindset with motivation to support team and organizational objectives
Preferred qualifications:
Multilingual abilities (Arabic and English preferred for the UAE market)
Certification in hospitality customer service or reservation management
Experience with specific hotel management software systems
About the Company
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.
Apply Now