Job Description
Job Location: La Suite Dubai Hotel \& Apartment
NH Collection Hotels \& Resorts showcases captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Thoughtfully designed with an eclectic-elegant atmosphere, our hotels are built to evoke extraordinary feelings — paying great attention to stimulating details that create truly memorable moments.
We welcome business travellers, friends, and couples seeking premium service, and we craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence. If you are passionate about creating those extraordinary moments for every guest, NH Collection is the place to do it. Feel the extraordinary.
The Reservations Agent is responsible for handling 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, providing accurate information about room availability, rates, promotions, and hotel services. The Reservations Agent ensures all reservations are processed accurately and contributes to maximizing occupancy and revenue opportunities.
Key Responsibilities
- Process individual and group reservation requests via phone, email, website, and other booking channels.
- Provide guests with accurate information regarding room types, rates, packages, promotions, and hotel facilities.
- 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).
- Respond promptly and professionally to guest inquiries and requests.
- Maintain detailed knowledge of hotel products, services, facilities, and local attractions.
- Upsell room categories, packages, and additional services to maximize revenue opportunities.
- Coordinate with Front Office, Sales, Revenue Management, and Housekeeping teams to ensure seamless guest experiences.
- Monitor room availability and report booking trends or discrepancies as required.
- Handle guest complaints and special requests efficiently, escalating issues when necessary.
- 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.
- Strong verbal and written communication skills in English; additional languages are an advantage.
- Excellent customer service and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Strong attention to detail and organizational skills.
- Proficiency in Microsoft Office applications.
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