Reservations Agent

Role overview

Reservations and ticketing

• Handle enquiries through phone, email, ticketing platforms, SevenRooms, concierge partners, and other approved booking channels.
• Process bookings, changes, cancellations, and guest requests; keep guest, ticket, seating, dietary, VIP, occasion, and booking-source records accurate across systems.
• Identify and correct discrepancies before service.

Seating and SevenRooms

• Review reservation lists, theatre seating maps, table configurations, ticketed zones, and party sizes to help create an efficient nightly seating plan.
• Maximize capacity and seating efficiency, minimize unusable gaps, protect premium inventory, and resolve seating conflicts or changes before doors open.
• Coordinate the final seating plan with the Reservations & Sales Manager and Lead Hostess, and ensure the Hostess and front-of-house teams receive current information.
• Maintain SevenRooms reservations and guest profiles, including notes, preferences, assignments, VIP status, dietary restrictions, and special occasions; experience with SevenRooms is strongly preferred.

Guest service and sales

• Provide warm, polished, and professional phone, email, and messaging service; explain ticket categories, seating zones, show formats, arrival times, experiences, products, and venue policies.
• Handle requests and concerns tactfully, avoid promising unconfirmed seating, and escalate sensitive or complex matters when appropriate.
• Convert enquiries into bookings and support sales of premium seating, dinner experiences, VIP products, and the Crazy Suite; follow up on potential bookings.

Handover, partners, and reporting

• Prepare an accurate nightly handover, flagging VIPs, special occasions, dietary or accessibility needs, seating requests, and premium bookings; communicate late changes promptly.
• Coordinate VIP and special guest requirements with front-of-house management while maintaining discretion and confidentiality.
• Assist with hotel, concierge, DMC, OTA, travel, and corporate partner bookings; record sources accurately and escalate rate, commission, contract, or allocation questions.
• Assist with nightly reporting on bookings, amendments, cancellations, no-shows, booking sources, seating utilization, and room capacity; record complimentary and promotional bookings appropriately.

Candidate requirements

• At least 2–3 years of experience in reservations, ticketing, restaurants, hotels, hospitality, entertainment venues, or a similar environment.
• Ticketing-system experience is required; candidates must be comfortable using reservation and ticketing platforms simultaneously.
• Strong ability to interpret seating maps and reservation lists, with excellent spatial awareness and organization.
• Exceptional telephone etiquette and guest communication, strong written and spoken English, and a polished, patient approach to VIP and international guests.
• Strong sales instincts, attention to detail, and ability to work under pressure; comfortable working evenings, weekends, and public holidays as operationally required.
• SevenRooms experience is strongly preferred. Table-management or dynamic-seating experience, additional languages, and UAE hospitality experience are advantageous.

Compensation

• Salary is AED 6,000 per month, all-inclusive of housing and transportation.

Workplace

• The role is based at Jumeirah Zabeel Saray, Palm Jumeirah, Dubai, and supports an in-person venue operation.