About The First Group Hospitality
The First Group Hospitality is a Dubai-headquartered, full-service hospitality management company specialising in hotel operations, asset management, and F&B strategy. With a team of industry veterans and a proven track record, the company delivers tailored solutions that enhance efficiency, optimise revenue, and maximise asset value for investors and hotel owners. As a trusted third-party hotel management provider, The First Group Hospitality partners with leading global brands to drive operational excellence and long-term profitability, thanks to expertise spanning property performance optimisation, cost management, and guest experience enhancement. Beyond management, The First Group Hospitality develops and operates a dynamic portfolio of upscale hotels, residences, and award-winning restaurants, creating high-value hospitality assets that stand out in the market.
For more information, visit tfghospitality.com
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.
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