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Room Reservations Agent - Guest Booking Job Snapshot Role: Room Reservations Agent - Guest Booking Location: Dubai, United Arab Emirates Industry: Hospitality Function: Reservations-Ticketing Experience: Previous call center, hotel reservations, front office, guest relations, or club lounge experience Job Type: Full-time Position Overview Room Reservations Agent - Guest Booking in Dubai, United Arab Emirates is a Hospitality opportunity for a customer-focused professional experienced in hotel reservations, telephone service, guest correspondence, and booking support. Atlantis Resorts is hiring an organized and multilingual reservations agent to manage enquiries, process accommodation requests, resolve booking concerns, and provide accurate information about Atlantis Dubai products and services. Job Details Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Reservations-Ticketing Salary: 4500-7000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time Job Reference: 20297 Role Context The Room Reservations Agent supports revenue generation and guest satisfaction by converting enquiries into accurate bookings and maintaining clear communication before arrival. The position acts as a dependable source of information for guests, handles incoming calls and correspondence, updates reservation records, assists with reports, and coordinates with internal departments to resolve accommodation and service requests. Key Responsibilities * Answer incoming reservation calls promptly and communicate with guests in a professional and welcoming manner. * Respond to emails, messages, and other booking correspondence accurately and within established service timelines. * Explain room categories, suites, packages, rates, promotions, availability, cancellation terms, and resort services. * Process new room reservations using the approved hotel reservation system. * Modify, confirm, or cancel bookings according to guest instructions and applicable policies. * Enter guest names, contact information, stay dates, payment details, preferences, and special requests accurately. * Review reservation information before confirmation to reduce errors and avoid arrival issues. * Recommend suitable accommodation options based on guest preferences, budget, group size, and purpose of travel. * Promote available room upgrades, packages, dining experiences, attractions, and resort services where appropriate. * Provide detailed information about Atlantis, The Palm, Atlantis The Royal, restaurants, entertainment, and guest activities. * Handle questions regarding existing bookings, payment requirements, inclusions, and reservation conditions. * Troubleshoot booking problems and coordinate practical resolutions with relevant departments. * Manage guest complaints patiently and escalate complex or sensitive matters when necessary. * Maintain a positive and composed approach during high call volumes and demanding interactions. * Coordinate with Front Office, Guest Relations, Revenue Management, Sales, Concierge, and Finance teams. * Follow up on pending bookings, incomplete information, special requests, and payment requirements. * Prepare daily, weekly, or operational reservation reports as assigned. * Support the wider reservations team with administrative tasks and booking reviews. * Maintain accurate notes in guest profiles and reservation records. * Protect guest payment details, personal information, and confidential booking data. * Follow approved rate, credit, cancellation, guarantee, and data security procedures. * Use Opera and related systems accurately when creating or updating reservations. * Maintain current knowledge of resort promotions, seasonal offers, operating information, and booking policies. * Meet departmental standards for conversion, response time, accuracy, call quality, and guest satisfaction. * Assist with additional reservation and customer service duties requested by management. Ideal Profile * Previous experience in a hotel reservations department, call center, Front Office, Guest Relations, Club Lounge, or a similar customer service environment. * Strong interest in restaurants, hotels, travel, and luxury guest experiences. * Fluent spoken and written English. * Fluency in Russian, Arabic, Chinese, or French is preferred. * Practical experience using Opera or a comparable hotel management system is essential. * Good computer literacy and confidence using email, reservation platforms, and standard office software. * Excellent telephone manner with clear pronunciation and active listening skills. * Patient and courteous when responding to detailed questions or complaints. * Strong attention to booking information, rates, dates, guest names, and payment conditions. * Able to manage calls, correspondence, system updates, and follow-up tasks simultaneously. * Maintains a positive attitude during busy periods and changing operational demands. * Professional personal presentation and behaviour. * Passionate about customer service and creating a smooth booking experience. * Able to work independently while supporting team targets. * Comfortable communicating with guests and colleagues from different nationalities. * Flexible to work shifts, weekends, evenings, and public holidays. Skills Set * Hotel room reservations * Opera * Reservation management * Telephone bookings * Email correspondence * Rate quotation * Room availability * Booking amendments * Reservation cancellation * Guest profile management * Upselling * Package promotion * Complaint handling * Booking troubleshooting * Call center service * Front Office coordination * Guest relations * Reservation reporting * Payment information handling * Data accuracy * Multilingual communication * Luxury hospitality * Customer service * Resort product knowledge Why Join Us This role provides a strong route into hotel reservations, revenue operations, Front Office, Guest Relations, and commercial Hospitality careers within Dubai. The position offers regular interaction with international guests and practical exposure to reservation systems, booking conversion, resort products, and luxury service standards. Atlantis Resorts offers a competitive tax-free salary paid in UAE Dirhams, comprehensive medical insurance with dental coverage, annual flights home, life insurance, incentive opportunities, food and beverage privileges, and discounted rates at Kerzner properties worldwide. Colleagues also benefit from professional training, internal career mobility, wellbeing initiatives, and long-term development opportunities across the Kerzner International portfolio. About the Company Atlantis Resorts operates Atlantis, The Palm in Dubai, an internationally recognized destination offering luxury accommodation, renowned dining, entertainment, marine attractions, and distinctive guest experiences. The resort includes 1544 rooms and suites, celebrity-chef restaurants, a major waterpark, aquarium experiences, and Dolphin Bay. Part of Kerzner International, Atlantis Dubai employs more than 6000 colleagues representing 129 nationalities. Its working culture supports inclusion, continuous learning, employee wellbeing, service excellence, and career progression throughout luxury hospitality operations.