Job Description

Description

We are seeking a highly organized and customer-focused Reservations Executive to join a leading Holiday Homes Company. In this pivotal role, you will be instrumental in managing the entire guest journey from initial inquiry to a seamless arrival experience. You will be responsible for overseeing guest inquiries, managing reservations across multiple booking platforms, providing crucial pricing support, and ensuring system accuracy to maximize occupancy and revenue.

Key Responsibilities:

Guest Engagement & Booking Management

: Professionally and courteously respond to guest inquiries across various channels. Guide guests through the booking process, providing accurate information on availability, rates, promotions, and policies, while maintaining meticulous records of guest details and reservations.

Reservation Processing & System Integrity

: Efficiently manage and verify reservation details, payment statuses, and booking confirmations. Process modifications, cancellations, and special requests in strict adherence to company policies, ensuring all calendars are accurate, synchronized, and up-to-date across all platforms.

Pre-Arrival & Guest Coordination

: Confirm guest information and ensure full compliance with regulatory requirements (e.g., DTCM, building management). Dispatch comprehensive pre-arrival instructions, welcome messages, and essential check-in details. Collaborate closely with Guest Relations, Housekeeping, and Operations to guarantee a smooth and exceptional guest experience.

Revenue & Pricing Strategy

: Monitor daily rates and actively support dynamic pricing strategies designed to optimize occupancy and revenue. Assist in establishing competitive pricing structures for peak seasons, holidays, and special events. Track and analyze performance metrics such as occupancy levels, Average Daily Rate (ADR), and booking trends.

Market Insights & Promotions

: Keep a pulse on competitor pricing and local market trends. Contribute to promotional and marketing initiatives on OTA platforms to boost bookings and ensure all listings are accurate, complete, compliant, and optimized for maximum visibility.

Reporting & Documentation

: Maintain daily logs for inquiries, bookings, payments, refunds, cancellations, and no-shows, aiming for 100% accuracy in all submissions, including end-of-shift reports. Ensure all guest communications and updates are meticulously recorded in the Property Management System (PMS) for tracking and auditing.

Cross-Departmental Collaboration

: Liaise effectively with Guest Relations, Housekeeping, and Maintenance to ensure units are perfectly guest-ready, especially for VIP arrivals. Communicate early check-ins, late check-outs, extensions, and special guest requests to relevant teams promptly.

Refunds, Cancellations & No-Shows

: Verify refund requests in line with company policy, processing them with necessary supervisory approvals. Ensure timely processing of cancellations and updates across all booking channels. Accurately record no-shows, promptly release inventory, and apply penalties as per company policy.

Listing & Calendar Optimization

: Manage calendar blocks and releases with complete, detailed notes. Support listing optimization through regular review of pricing, visibility, permit compliance, and content accuracy. Ensure all new listings are fully completed with accurate descriptions, high-quality photos, and valid permit numbers before publishing.

Review Management & Disputes

: Monitor guest reviews and initiate disputes against misleading, inaccurate, or defamatory feedback, providing supporting documentation as per platform policies. Coordinate with Guest Relations to uphold high satisfaction scores and maintain review quality.
This role offers an exciting opportunity to contribute significantly to guest satisfaction and business growth within a dynamic holiday homes environment.

Requirements

To succeed in this role, you should possess:

Required Skills & Competencies:

Excellent command of English, both written and verbal. Knowledge of Arabic or Hindi is an advantage. Strong communication, exceptional customer service skills, and professional telephone etiquette. High attention to detail, coupled with strong organizational and multitasking abilities. Familiarity with Property Management Systems (PMS) and Online Travel Agency (OTA) platforms such as Hostaway, Airbnb, Booking.com, and Expedia. Proficiency in Microsoft Office applications.

Qualifications:

A degree or diploma in Hospitality, Business Administration, or a related field. Minimum of 1-2 years of experience in reservations, front-office operations, hospitality, or real estate. Experience with Dubai holiday homes or OTA-based property management is highly preferred.
Job Type: Full-time

Pay: AED1,000.00 - AED10,000.00 per month