Cluster Reservation Agent - Raffles & Fairmont The Red Sea

Company Description

Reservations Handling

• Process individual and group reservation requests efficiently and accurately through Opera/Accor systems.
• Respond promptly to inquiries via phone, email, website or OTA platforms.
• Upsell higher room categories and promote hotel packages to maximize revenue.
• Ensure all bookings are confirmed with complete and accurate guest information.

System & Reporting

• Maintain reservation records and update changes, cancellations and no-shows.
• Monitor daily arrivals and coordinate with front office and housekeeping teams.
• Prepare and send daily and weekly reservation reports as required.
• Ensure rate parity across all booking channels.

Guest Communication & Service

• Handle special requests such as early check-in, late check-out and VIP amenities.
• Communicate professionally with travel agents, corporate clients and walk-in guests.
• Resolve booking-related issues or escalate when necessary.
• Maintain confidentiality of guest information in line with data privacy standards.

Coordination & Compliance

• Liaise with sales, revenue and front office teams for group bookings or long stays.
• Follow Accor policies, reservation procedures and brand standards.
• Support in overbooking situations as per hotel revenue strategy.

Qualifications

• Previous experience in hotel reservations or front office is preferred, not mandatory for entry-level.
• Knowledge of Opera PMS / Accor reservation systems is an advantage.
• Strong communication skills in English; Arabic is a plus.
• Customer-oriented with a positive and professional attitude.
• Ability to multitask and work under pressure.
• Basic knowledge of Microsoft Office (Excel, Outlook).

Additional Information

• Understanding of ultra-luxury guest expectations and brand alignment.
• Experience in project coordination, scheduling and document control during pre-opening stages.
• Experience in pre-opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with luxury standards.