Job Description

Location:

Abu Dhabi, UAE

Job Summary:

The Customer Reservation Agent is responsible for managing guest reservation requests, providing accurate information, handling inquiries, and ensuring a smooth booking experience. The role requires excellent communication skills, attention to detail, and the ability to deliver exceptional customer service.

Key Responsibilities:1. Reservation Management

Handle incoming reservation inquiries via phone, email, WhatsApp, chat, and booking platforms. Process bookings, modifications, and cancellations accurately. Ensure all reservation details are entered correctly into the system. Coordinate with operations regarding property availability and booking updates.

2. Customer Service & Communication

Provide guests with clear information about properties, amenities, rates, and policies. Answer questions promptly and professionally. Follow up on pending inquiries and confirm bookings on time. Handle special requests (early check-in, late check-out, additional services).

3. Coordination & Support

Communicate with housekeeping and operations about guest arrivals and departures. Inform guests about check-in instructions and required documents. Collaborate with the customer relations/guest services team for a seamless guest experience.

4. Upselling & Revenue Support

Promote upgrades, additional services (airport transfer, tours, special packages), and premium units. Identify opportunities to increase revenue through improved occupancy and guest conversion.

5. Documentation & Reporting

Maintain accurate records of all reservations and guest communication. Prepare daily/weekly reservation reports. Flag overbooking or availability issues to management.

Qualifications:

Bachelor's degree in Hospitality, Business, or related field (preferred). 1-3 years of experience in reservations, front office, or customer service (holiday homes or hotel experience is a plus). Knowledge of booking platforms (Airbnb, Booking.com, Expedia, etc.) and PMS/CRM systems. Strong communication and multitasking skills. Ability to work in a fast-paced environment with attention to detail.

Skills & Competencies:

Excellent customer service attitude Strong verbal & written communication Time management and prioritization Problem-solving focus Sales/upselling skills Team collaboration
Job Type: Full-time

Ability to commute/relocate:

Abu Dhabi: Reliably commute or planning to relocate before starting work (Required)
Experience:

* Holiday Home Management: 1 year (Required)