Reservations agent

This role is the commercial heartbeat of our reservations desk: you will convert enquiries into confirmed bookings, protect room revenue, and deliver a seamless first impression for guests before they arrive. The ideal candidate combines commercial awareness, polished communication, and strong system skills to maximise occupancy and guest satisfaction across leisure, corporate, and group segments.

Role overview

Job title: Reservations Agent
Location: Taj Jumeira Lakes Tower, Dubai
Employment type: Full time; guest‑facing, revenue‑focused role reporting to the Reservations Manager.
Purpose: Manage incoming reservations across channels, optimise room inventory and rates, and provide accurate, courteous information to guests and travel partners while supporting the hotel’s commercial objectives.

Duties and responsibilities

Reservation handling and conversion

• Respond to reservation enquiries via phone, email, and online channels with professional, timely, and conversion‑focused communication.
• Take accurate bookings, secure deposits where required, and confirm reservations with clear terms and conditions.
• Upsell room types, packages, and ancillary services to maximise average daily rate and revenue per booking.

Inventory and rate management

• Maintain room inventory and rate integrity across the PMS and distribution channels; apply rate changes and restrictions as directed by Revenue Management.
• Monitor allotments, room blocks, and group pick‑ups; liaise with Revenue and Front Office to optimise availability.
• Identify and report booking trends, cancellations, and no‑shows to support forecasting and yield strategies.

Systems and documentation

• Operate the Property Management System (PMS), central reservation system (CRS), and channel manager accurately; ensure guest profiles and special requests are recorded.
• Prepare and distribute reservation reports, pick‑up sheets, and arrival lists for Front Office and Housekeeping.
• Ensure all bookings comply with hotel policies, payment procedures, and data protection standards.

Guest communication and service

• Provide pre‑arrival information, special requests handling, and clear guidance on hotel facilities, transport options, and local attractions.
• Manage amendments, upgrades, and cancellations professionally; process refunds and adjustments following hotel policy.
• Handle guest complaints or booking disputes calmly and escalate to management when necessary.

Collaboration and cross‑departmental support

• Work closely with Front Office, Revenue, Sales, and Housekeeping to ensure smooth guest arrival and stay experiences.
• Support group and events teams with rooming lists, cut‑off dates, and reservation coordination for weddings, conferences, and banquets.
• Participate in daily briefings and handovers to communicate reservation updates and VIP arrivals.

Quality and continuous improvement

• Maintain high standards of accuracy, follow SOPs, and contribute ideas to improve reservation workflows and guest communications.
• Participate in training, audits, and system upgrades; assist in testing new booking tools or channel integrations.

Requirements

Experience and qualifications

• Minimum 1–2 years experience in hotel reservations, central reservations, or front office reservations at a 4‑ or 5‑star property.
• Hospitality diploma or relevant certification is preferred but not mandatory for candidates with strong practical experience.

Technical skills

• Proficient with PMS (Opera preferred), CRS, channel managers, and Microsoft Office (Excel for reporting).
• Comfortable using email, telephony systems, and online booking platforms; strong keyboard and data‑entry accuracy.

Skills and competencies

• Excellent verbal and written communication skills with a professional telephone manner.
• Commercial mindset with proven upselling ability and attention to revenue protection.
• Strong organisational skills, attention to detail, and the ability to prioritise during peak booking periods.
• Problem‑solving aptitude and calmness under pressure.

Language and cultural fit

• Fluent English required; Arabic is a strong advantage; additional languages (Hindi, Russian, Mandarin, etc.) are beneficial depending on guest mix.
• Comfortable working in a multicultural environment and respectful of local customs and guest expectations.

Personal attributes

• Professional presentation, punctuality, and a guest‑first attitude.
• Flexible availability including early mornings, evenings, weekends, and public holidays as required by reservation coverage.
• High level of integrity and confidentiality when handling guest data and payment information.

Desirable

• Experience with group reservations, corporate accounts, and travel trade (GDS) bookings.
• Familiarity with revenue management principles and basic forecasting.

Company about us

Taj Jumeira Lakes Tower Dubai is part of the Taj Hotels portfolio, a globally recognised luxury hospitality brand known for blending authentic Indian hospitality with contemporary global standards. Located in a prime Dubai neighbourhood, Taj Jumeira Lakes Tower offers refined accommodations, signature dining experiences, and personalised service that reflect the brand’s commitment to warmth, attention to detail, and cultural richness. Our team delivers memorable stays for leisure and business travellers through curated experiences, artful design, and a service culture known as Tajness.

Our culture and commitments

• We invest in our people through structured training, mentorship, and clear career pathways across reservations, front office, and commercial teams.
• We value diversity, local talent development, and a collaborative workplace where ideas to enhance guest experience are welcomed.
• Sustainability and community engagement are integral to our operations; we aim to deliver responsible hospitality that benefits guests, colleagues, and the local community.
• Taj Jumeira Lakes Tower is committed to fair hiring practices and equal opportunity employment.

Application process

Reservations Agent — Taj Jumeira Lakes Tower, Dubai.

How to apply

• Prepare a current CV and a concise cover letter that highlights your reservations experience, system skills, language proficiency, and availability.
• In your cover letter, include your earliest start date, preferred shift pattern, and two professional references (name, position, contact).
• Email your application to sonia.kalangutkar@tajhotels.com or cassandrasoccorina.f@tajhotels.com.

Email subject line

• Use the subject line: Application — Reservations Agent — [Your Full Name].

Attachments and format

• Attach documents in PDF or Word format; ensure file names are professional (e.g., Ahmed‑Ali‑CV.pdf).
• Include copies of relevant certificates or system training records if available.

Selection timeline and process

• Applications will be reviewed on a rolling basis; shortlisted candidates will be contacted for an initial phone or video screening.
• Shortlisted candidates will be invited for an in‑person interview and a practical reservations assessment at the hotel.
• Final offers are subject to reference checks and verification of eligibility to work in the UAE.

Equal opportunity statement

• Taj Jumeira Lakes Tower is an equal opportunity employer. We welcome applications from qualified candidates of all backgrounds and are committed to fair hiring practices. Selection is based on merit, experience, and fit for the role.