Cluster Reservations Agent

IHG Hotels & Resorts

Job Details
Country: UAE
City: Dubai
Industry: Hospitality / Hotels
Function: Reservations / Front Office
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

Key Responsibilities

* Manage and process room reservations for all IHG Dubai Festival City hotels via phone, email, and web platforms.
* Maintain up-to-date knowledge of hotel rates, promotions, and special offers to maximize revenue opportunities.
* Upsell hotel products and services using effective sales techniques.
* Handle reservation amendments, extensions, and cancellations accurately.
* Record special billing arrangements and liaise with Front Office or Finance for credit approval when required.
* Monitor daily reservation levels and assist in forecasting occupancy trends.
* Coordinate with travel agents, corporate clients, and online booking partners to confirm details and ensure satisfaction.
* Prepare and maintain reservation reports and summaries as required by management.
* Review and process no-shows, prepaid bookings, and cancellations daily.
* Conduct profile checks for upcoming arrivals and ensure accurate data entry in Opera PMS.
* Maintain excellent communication with other departments to ensure guest preferences and requirements are met.

Ideal Profile

* Minimum 1 year of experience in reservations or front office within a 4- or 5-star hotel.
* Strong communication and customer service skills with fluency in English; Arabic language knowledge preferred.
* Proficiency in Microsoft Office applications and familiarity with Opera PMS.
* Organized, detail-oriented, and able to manage multiple priorities efficiently.
* Positive attitude and ability to work both independently and within a team environment.
* Strong problem-solving and multitasking skills with a guest-first approach.

Skills Set

* Reservations management and data accuracy
* Upselling and customer engagement
* Opera PMS and reporting proficiency
* Time management and teamwork
* Communication and service excellence