Reservations Agent
AccorHotelJob Description
Company Overview
Sofitel Al Hamra Beach Resort, part of the prestigious Accor hospitality group, is located in the stunning coastal destination of Ras Al-Khaimah, United Arab Emirates. We are committed to delivering exceptional luxury experiences and curating timeless memories for guests from around the world.
Job Description
We are seeking a detail-oriented and customer-focused Reservations Agent to join our dynamic hospitality team in Ras Al-Khaimah, UAE. In this role, you will be the primary point of contact for guests seeking to book accommodations, delivering exceptional service across multiple communication channels.
Key Responsibilities
- Manage individual room reservations professionally and efficiently across phone, email, booking channels, and website platforms
- Demonstrate comprehensive knowledge of room types, availability, current promotions, and hotel policies
- Review and verify all booking details prior to guest arrival
- Process payments and handle documentation correctly, including advance purchase bookings and corporate arrangements
- Identify and communicate upselling opportunities, including room upgrades, packages, and dining experiences
- Support revenue strategy by analyzing booking patterns and identifying optimization opportunities
- Drive direct bookings while maintaining consistency across OTA platforms and rate integrity
- Collaborate seamlessly with Front Office, Housekeeping, Sales, and Revenue teams
- Provide professional support to corporate bookers, travel agents, and partner organizations
- Maintain accurate rooming lists, billing instructions, guest preferences, and special requests
- Support front desk operations and wider hotel functions during peak periods
Required Skills and Competencies
- Excellent phone communication and interpersonal skills
- Strong computer proficiency and experience using reservation systems
- Exceptional organizational and time management abilities
- Proficiency in email communication and multi-channel customer interaction
- Solid understanding of payment processing and billing procedures
- Strong problem-solving skills with a resilient mindset
- Ability to work collaboratively within a team environment
Preferred Experience
- Previous experience in hotel reservations or hospitality customer service
- Familiarity with OTA systems and revenue management principles
- Experience handling corporate or group bookings
- Experience in a multicultural or international hospitality environment
Essential Qualities
- Genuine passion for delivering exceptional guest experiences
- Positive attitude and commitment to meaningful impact
- Flexibility and adaptability to changing priorities
- Curiosity and openness to learning new systems
- Empathetic approach to guest concerns and complaint resolution
- Goal-oriented mindset with strong motivation
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