Reservations Agent – Jumeirah

Jumeirah is recruiting a Reservations Agent to manage guest enquiries and booking requests across telephone, email, chat and other digital channels. The position requires accurate handling of reservations, clear communication and consistent service quality. The agent will help guests understand available rooms, rates, packages, dining or other experiences while meeting response, productivity and satisfaction expectations.

Key Responsibilities

• Respond to guest enquiries across phone, email, chat and digital messaging in line with response-time and quality standards.
• Create, amend and cancel bookings accurately, checking dates, rates, package details, room or venue information and guest contact records.
• Record preferences, special requests, notes, guarantees and payment requirements so the booking information is complete and actionable.
• Use approved communication templates and brand tone while tailoring replies to the guest’s question and circumstances.
• Maintain up-to-date knowledge of hotels, restaurants, packages, offers, operating hours and booking policies.
• Work towards individual and team targets for accuracy, conversion, productivity, response times and guest satisfaction.
• Share recurring guest concerns and process-improvement ideas with supervisors to help improve the booking experience.

Requirements

• Secondary education or a high school diploma is required; a hospitality diploma or degree is desirable.
• Excellent spoken and written English is essential, with additional languages considered an advantage.
• Strong interpersonal skills and an ability to establish rapport with guests from diverse backgrounds are important.
• A proactive approach to problem-solving, accurate data entry and service recovery is expected.

Skills and Qualifications

• Attention to detail when handling booking information and payments.
• Confidence using digital communication tools and reservation systems.
• Ability to balance several enquiries while maintaining a courteous, professional tone.

Employment Details

• Company: Jumeirah
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time
• Industry: Luxury Hospitality
• Work Arrangement: On-site. Shift patterns may include evenings, weekends or public holidays where operationally required.
• Benefits: Depending on the role and final employment offer, benefits may include healthcare, paid leave, learning opportunities and colleague discounts.