Reservation Agent

About the role

Join our Lusail luxury resort as a Reservation Agent, the first point of contact for guests seeking a seamless booking experience. You will combine hospitality passion with strong organisational skills to manage reservations, maximise revenue and ensure every guest feels valued.

Key responsibilities

• Handle reservation inquiries via phone, email and online channels with friendly, professional service.
• Process room bookings accurately in the Property Management System (PMS) and maintain up‑to‑date guest information.
• Upsell room categories, packages and amenities to optimise revenue while preserving guest satisfaction.
• Provide detailed information on resort facilities, services and local attractions.
• Address special requests and preferences with empathy and creativity.
• Collaborate with front‑office, housekeeping and management teams to ensure smooth guest transitions.
• Monitor booking patterns and market trends to support revenue‑optimization strategies.

Required profile

• Proven customer‑service experience in a hospitality or upscale hotel environment.
• Ability to multitask, manage multiple reservations simultaneously and maintain high attention to detail.
• Strong verbal and written communication skills in English.
• Flexibility to work shifts, including weekends.
• Problem‑solving mindset with a goal‑oriented approach to upselling.

Required skills

• Proficiency with Property Management Systems (PMS).
• Proficiency with Revenue Management Systems (RMS).
• Strong knowledge of hotel reservation systems and multiple distribution channels.