Reservation Agent

JobsCloseBy Editorial Insights

Accor is seeking a full-time onsite Reservation Agent in Dubai to handle calls, manage inbound and outbound reservations, and strengthen guest loyalty through personalized service and upselling. You will build relationships with guests, companies and agencies, promote the Accor loyalty program, recognize VIPs, and resolve complaints professionally while maintaining accurate booking details in the PMS. Requirements include at least one year in a similar role, proficiency with Opera or a related system, fluent English, strong interpersonal and problem solving skills, and solid knowledge of room types and rates. To apply, tailor your resume to highlight call handling, revenue generation, and brand alignment, and quantify results.

Company Description

Every Sofitel team member is an Ambassador. An Ambassador represents Sofitel’s brand and its values, at all times. The Sofitel Ambassador will establish relationships and foremost, the Sofitel Ambassador will deliver an exceptional guest experience and promote French excellence.

Job Description

• To answer the calls with clear speech and pleasant voice.
• To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
• To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
• To recognize VIP guests and to apply the concerned policies.
• To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
• To promote the Accor loyalty programs and the hotel promotions.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To properly use the telephone etiquettes as per Sofitel standards.
• To have a perfect knowledge of room types and rate structure.
• To ensure the accuracy of all booking information entered in the PMS.
• To have a perfect knowledge of the hotel products.
• To fulfil administrative tasks and filing.
• To properly use and maintain the reservation communication system (telephone, fax, e-mail).
• To be aware of and to follow emergency and security procedures.
• To respect key handling procedures.
• To respect schedules, terms and deadlines as agreed with the Management.
• To attend a daily line up briefing with the reservations team
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend training and meetings as and when required.

Qualifications

Your experience and skills include:
Guest focused personality is essential

Additional Information

• Minimum 1 year of experience in the same or similar role
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus