Cluster Reservation Agent

Job description

The role involves processing individual and group reservation requests accurately through OPERA/the employer 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 guest information. Maintain reservation records and update changes, cancellations, and no‑shows. Monitor daily arrivals and coordinate with front office and housekeeping. Prepare and send daily/weekly reservation reports as required. Ensure rate parity across all booking channels. Handle special requests such as early check‑in, late check‑out, or VIP amenities. Communicate professionally with travel agents, corporate clients, and walk‑in guests. Resolve booking issues or escalate when necessary. Maintain confidentiality of guest data in line with privacy standards. Liaise with sales, revenue, and front office teams for group bookings and long stays. Follow the employer policies, reservation procedures, and brand standards. Support overbooking situations according to revenue strategy

Requirements

• Knowledge of OPERA PMS / the employer RESERVATION SYSTEMS is an advantage
• Basic knowledge of Microsoft Office (Excel, Outlook)
• Proficient in Microsoft Office
• Proficient in Excel
• Proficient in Outlook
• Experience in sales
• Experience in hotel reservations
• Effective communication
• Confidentiality maintenance
• Compliance
• Pre‑opening experience
• Understanding of ultra‑luxury guest expectations
• Proficient in English
• Arabic proficiency is a plus

Skills