Cluster Reservations Agent

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

The Cluster Reservations Agent is responsible for managing reservations, inquiries, cancellations, reconversions, and booking extensions in an attentive, courteous, and efficient manner. The role includes accurately quoting available rates, as well as upselling and cross-selling to maximize room revenue in line with our Brand Standards. The agent will also collaborate closely with the Sales Department to secure and maintain business effectively.

• Respond promptly to all incoming calls in an attentive, courteous, and efficient manner, while maintaining excellent call audit scores.

• Provide guests with accurate information regarding hotel services, facilities, and hours of operation.

• Enter reservations into the system in accordance with standard operating procedures.

• Process room reservations with a focus on maximizing room revenue and average rate, consistently applying standard rate-quoting practices.

• Upsell room categories and cross-sell hotel amenities and facilities whenever appropriate.

• Manage reconversion of cancelled reservations.

• Maintain strong communication and collaboration with the Sales Department and Front Office.

• Ensure accurate maintenance of files, reports, and reservation records.

• Handle all special reservations, including VIP bookings, packages, and discounted rates.

• Respond to all email inquiries professionally and within the designated response time.

• Post no-show revenue daily, if required by the property.

• Communicate rates and availability to wholesalers.

• Ensure proper billing instructions are recorded for each reservation to prevent rebates or refunds.

• Accurately capture and communicate all guest requirements to relevant departments.

• Complete all tasks listed on the daily reservations checklist.

• Stay fully informed of hotel promotions and special offers.

• Assist in processing travel agent commissions when requested.

• Minimum of 2 years’ experience in a Reservations Department within a 4- or 5-star property.

• Strong proficiency in English, both written and verbal.

• Knowledge of additional languages is an advantage.

• Degree or Diploma in Training and Development or Hotel Management.

• Solid working knowledge of Opera PMS and Microsoft Office applications.