Cluster Reservations Agent

Role Overview

Key Responsibilities

• Process all reservation requests, changes, and cancellations received via phone, email, or global distribution systems promptly and accurately.
• Apply luxury sales techniques to upscale accommodations, promote resort experiences, and maximize Average Daily Rate and revenue.
• Maintain expert knowledge of room categories, villa layouts, views, amenities, rates, packages, and resort services across cluster properties.
• Ensure guest profiles are updated with precise details, billing information, and specific preferences.
• Act as a brand ambassador, engaging with future guests to understand their needs and tailor their stay.
• Coordinate with Front Office, Butler Service, and Guest Relations teams for special requests and VIP arrivals.
• Align with Revenue Management and Distribution teams to execute tactical promotions and group bookings.
• Assist in auditing reservation entries for compliance with financial policies, credit card routing, and deposit structures.
• Participate in pre-opening system testing, SOP development, and reservation simulations.
• Support onboarding and training of new reservation associates.
• Assist in building and maintaining PMS and CRS databases during the pre-opening phase.

Qualifications & Experience

• Minimum 2 years of experience in Reservations, Front Office, or Guest Relations within luxury hotels, ultra-luxury resorts, or high-end hospitality environments.
• Diploma or bachelor's degree in hospitality management, Business Administration, or a related field.
• Proficiency in property management systems, specifically Opera Cloud and Central Reservation Systems (CRS).
• Excellent verbal and written communication skills in English; fluency in Arabic or other languages is highly preferred.
• Strong active listening skills with a natural ability to build rapport over the phone and via email.
• Exceptional attention to detail, administrative accuracy, and organization.
• Proven ability to work under pressure in a fast-paced environment and manage multiple tasks simultaneously.
• Commercial awareness with a sales-driven mindset.