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.

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.

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner Assess First 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.

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.

• 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.

• 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.

• 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.

• 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.

• Handle reservations from individual travelers, corporate accounts, wholesalers, luxury travel agencies, Global Distribution System, Online Travel Agency and other…