Reservations Agent

Company Description

Raffles Hotels & Resorts

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.

Raffles Dubai

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.

About the Application Process:

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

We invite you to join the world of luxury hospitality at Raffles Dubai as our new Reservations Agent to deliver personalized and efficient reservations services to our guests, travel partners and other business sources, ensuring accurate and timely handling of reservations while maximizing conversion, upselling opportunities and revenue in line with Raffles Dubai standards and commercial strategies.

The Reservations Agent is responsible for creating a seamless and personalized booking experience that reflects the distinctive service philosophy and luxury standards of Raffles Dubai. This position reports to Reservations & Revenue Manager.

Revenue & Pricing Strategy

• Demonstrate a strong understanding of hotel pricing principles, room categories, rate structures and revenue management strategies across relevant market segments.
• Understand and follow the hotel's pricing, availability, restrictions and selling strategies as directed by the Reservations & Revenue Management team.
• Ensure accurate application of rates, packages, promotions, restrictions and booking conditions.
• Monitor booking enquiries and identify opportunities to maximize room revenue through effective selling and upselling.
• Escalate exceptional rate, availability or booking requests to the Reservations & Revenue Manager as required.

Maximize Revenue & Conversion

• Convert enquiries into confirmed reservations through personalized engagement, strong product knowledge and effective sales techniques.
• Identify opportunities to upsell higher room and suite categories, packages and applicable hotel experiences.
• Apply appropriate selling techniques while maintaining the integrity of the hotel's pricing and revenue strategy.
• Contribute to achieving departmental targets for occupancy, ADR, room revenue and conversion.

Deliver Bespoke Guest Experiences

• Provide highly personalized service, tailoring each interaction to meet the individual needs and expectations of Raffles Dubai guests.
• Demonstrate comprehensive knowledge of all room and suite categories, hotel facilities, dining venues, spa, experiences and services.
• Identify guest preferences, special occasions, VIP requirements and special requests during the reservation process.
• Provide personalized recommendations and coordinate pre-arrival requests with the relevant hotel departments.
• Ensure every guest interaction reflects the distinctive Raffles service philosophy and luxury standards.

Ensure Seamless Communication & Accuracy

• Handle all reservation-related emails, telephone calls and other enquiries with professionalism, accuracy and efficiency.
• Create, modify and cancel reservations accurately in accordance with hotel procedures and booking conditions.
• Maintain meticulous accuracy in the PMS, ensuring correct guest information, room category, rate, market segmentation, source, payment details and special requests.
• Ensure all reservation information is properly documented and communicated to the relevant departments.
• Maintain confidentiality and security of guest and reservation information at all times.

Optimize Sales & Relationship Management

• Handle reservations from individual travelers, corporate accounts, wholesalers, luxury travel agencies, Global Distribution System, Online Travel Agency and other approved distribution channels.
• Identify and capitalize on opportunities to maximize direct and indirect booking conversion.
• Maintain strong knowledge of account-specific rates, inclusions, commissions, payment conditions and booking requirements.
• Build positive relationships with guests, travel partners and internal stakeholders through professional and personalized communication.
• Support the Reservations & Revenue Management team in identifying business opportunities and booking trends.

Uphold Brand Excellence & Quality Standards

• Consistently deliver service in accordance with Raffles brand standards and the hotel's luxury service expectations.
• Maintain a strong focus on achieving and exceeding the hotel's LQA (Leading Quality Assurance) targets and quality standards.
• Demonstrate exceptional telephone and written communication standards throughout every guest interaction.
• Ensure reservation handling reflects the highest standards of professionalism, accuracy, personalization and attention to detail.
• Proactively identify opportunities to enhance the guest experience and exceed expectations.
• Participate actively in LQA preparation, departmental training, coaching and continuous improvement initiatives.
• Take ownership of individual service performance and contribute to the department's overall LQA performance.
• Ensure all reservation procedures and guest interactions are conducted in line with the hotel's established quality standards.

Leverage Advanced Systems & Technology

• Demonstrate full proficiency in Opera Cloud PMS, Resaweb and other relevant hotel reservations systems.
• Maintain accurate and timely updates in Opera Cloud PMS and Resaweb.
• Demonstrate strong knowledge of the hotel's telephone system and communication platforms to ensure seamless and professional communication.
• Utilize available systems and tools effectively to manage reservations, guest information, rates, availability and booking requirements.
• Maintain a high level of system knowledge and adapt to system enhancements, upgrades and new technology introduced by the hotel.

Support Strategic Initiatives

• Assist the Reservations & Revenue Management leadership with departmental projects, audits, reports and special initiatives.
• Contribute to achieving departmental goals, including ALL – Accor Live Limitless loyalty programme enrolments and guest engagement metrics.
• Participate actively in departmental training and knowledge-sharing initiatives.

Qualifications

What will you bring to this role?

QUALIFICATIONS

• Diploma or Degree in Hotel Management, Hospitality Management or a related field preferred.
• Equivalent relevant hospitality experience may be considered.
• Working knowledge of Opera PMS, Resaweb and Microsoft Office.
• Knowledge of hotel reservations, distribution is an advantage.

PERSONAL ATTRIBUTES

• Exceptional attention to detail
• Strong commercial awareness and sales mindset
• Guest-focused and service-oriented approach
• Exceptional communication and interpersonal skills
• Professional and confident telephone manner
• Strong organizational and time-management skills
• Multitasking and prioritization abilities
• Problem-solving mindset
• Adaptability and agility
• Passion for luxury hospitality
• Teamwork and collaboration
• Discretion and confidentiality
• Embrace the Raffles brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected

EXPERIENCE

• Minimum 2 years of experience in Hotel Reservations, preferably within a luxury or five-star environment.
• Previous experience handling luxury clientele, VIP guests and international travel partners is an advantage.
• Strong knowledge of hotel reservations procedures, room categories, rates, packages and booking conditions.
• Previous UAE or GCC hospitality experience preferred.
• Fluency in English is essential, additional languages are an advantage.

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging:
We celebrate our differences. We support each other and we always stand together.

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity:
We build trust through mutual respect and being authentic.

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.