Reservation Executive - Spanish Speaker

Masarra is a Destination Management Company (DMC) and part of the Miral Group, a leading creator of immersive destinations and experiences in Abu Dhabi. We design and deliver travel, leisure, and MICE experiences across the UAE, working with global travel trade partners, corporate clients, and individual guests.

Our expertise includes curated experiences, attractions, transportation, accommodation, and full program management. We focus on quality, innovation, and seamless service delivery, combining strong local knowledge with international service standards. Driven by collaboration and a passion for service excellence, Masarra is committed to creating memorable journeys and delivering exceptional guest experiences at every touchpoint.

The Reservations Executive plays a critical role in managing both B2B and B2C reservations, ensuring a seamless, efficient, and high-quality booking experience. This position requires strong customer service and sales capability, excellent attention to detail, and the ability to work at a pace while meeting defined service, conversion, and customer satisfaction targets.

Success in this role depends on fast turnaround times on quotes, accurate rate collection, and effective coordination with internal teams, suppliers, and B2B partners. The role also involves managing guest feedback and complaints professionally, utilizing insights to continually improve service delivery and enhance the overall guest experience.

• Collaborate closely within the team to enhance the guest journey across all B2C/B2B bookings.
• Deliver accurate, efficient, and personalized service at every stage of the reservation process.
• Adapt offers and communications to individual guests  needs and last-minute changes.
• Handle requests, quotes, pricing, and service delivery quickly and accurately, in line with SLAs and SOPs.
• Provide full support throughout the reservation lifecycle from inquiry to post-booking.
• Resolve any booking challenges, including payment or website-related issues.
• Manage multi-channel guest communications (Whats App, email, calls) efficiently.
• Handle itinerary creation, upsell relevant experiences, and ensure satisfaction.

• Build and maintain strong relationships with B2B partners for smooth booking workflows.
• Handle inquiries, resolve issues, and simplify processes for our partners.
• Communicate stop-sales, new launches, or product changes promptly.
• Assist partners across all platforms, ensuring exceptional service levels.
• Work closely with Sales to understand client needs and improve service offerings.

• Manage bookings, quotes, complaints, experiences, attractions, and more.
• Drive conversions while maintaining service quality.
• Coordinate with suppliers and internal departments to confirm availability, pricing, and delivery.
• Process payments securely and update trackers diligently.
• Prepare detailed itineraries and customized quotes, and issue entitlements (tickets, vouchers) accurately.
• Upsell relevant services to enhance the guest journey and revenue.
• Maintain productive relationships with suppliers to optimize booking and service quality.
• Address operational issues promptly and ensure guest expectations are met.

• Collaborate with other teams to ensure a consistent and high-quality guest experience.
• Support inventory updates, stop-sale management, and assist in MICE, leisure, and FAM bookings.

• Ensure accurate data input across CRM, Sriggle, Client POS, and other systems.
• Take ownership of guest concerns, escalate when needed, and resolve cases professionally.
• Log all feedback and support investigations for continuous improvement.

• Maintain complete and accurate records of feedback, KPIs, and performance outcomes.
• Contribute to achieving sales, satisfaction, and quality score targets.

• Bachelor’s degree or Higher National Diploma in Tourism, Hospitality Management, or a related field.
• Proven experience within a Destination Management Company (DMC) is required.
• Background in hospitality, tourism, travel…