Reservations Agent

Company Overview

Join Accor, a hospitality group driven by passion and a commitment to responsible hospitality. With more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries, the group encourages innovation, individuality, and continuous growth. As part of the team, you become a Heartist®: someone who approaches hospitality with care, purpose, and a genuine service mindset.

You will work in a supportive environment that values personal development, cross-functional learning, and career mobility within your hotel, across the country, or internationally. The organization also offers sector-specific benefits and recognizes consistent commitment. Every role contributes to meaningful experiences for guests, colleagues, and the wider world.

Role Summary

In this position, you will work under the guidance of the Cluster Assistant Reservations Manager and manage guest room reservation enquiries to a high standard. The role focuses on keeping reservation records accurate and complete, while also finding opportunities to improve hotel revenue through upselling and by encouraging longer stays.

Key Duties

• Answer incoming calls within three rings, following the prescribed Novotel and Adagio telephone standards.
• Handle reservation administration carefully so front office check-in procedures are smoother and more efficient.
• Convert information requests into confirmed booking opportunities whenever possible.
• Introduce guests to the brand and the ALL loyalty programme.
• Address guest concerns with clear, structured sales explanations and escalate unanswered queries to the relevant superior.
• Process bookings using the step-by-step procedures required by Novotel and Adagio.
• Record reservation information accurately and completely.
• Share important information with the relevant internal teams.
• Send reservation confirmations with careful attention to written communication.
• Stay updated on hotel facilities and local service information.
• Arrive on time for duty, wearing the correct uniform and name tag.
• Maintain professional grooming, hygiene, and appearance in line with hotel and department standards.
• Follow the Employee Handbook, including policies on fire safety, hygiene, health, and general safety.
• Observe all applicable local laws and regulations.
• Adapt to departmental changes based on hotel requirements.
• Attend training sessions and meetings when needed.

Requirements

• At least 1 to 2 years of experience in Front Office, Reservations, or Sales, preferably within hospitality.
• Strong professional telephone manners and excellent written communication.
• Ability to use Property Management Systems such as Opera Cloud, along with Microsoft Office tools.
• Availability to work flexible shifts, including weekends and public holidays.
• Careful attention to detail and the ability to handle multiple tasks in a busy environment.
• Good problem-solving ability and confidence in making decisions independently.

Additional Information

This employer is committed to diversity and inclusion and aims to attract, recruit, and advance talent from varied backgrounds.

Location

The role is based in Al Zahiyah, Abu Dhabi Emirate, United Arab Emirates.