Senior Reservations Executive

We're Hiring: Senior Reservations Executive
Location: United Arab Emirates (Remote)
Employment Type: Full-Time
Experience Level: Senior
Work Arrangement: Fully Remote
About Us
We are a globally focused hospitality organization committed to delivering exceptional accommodation, dining, travel, and guest experiences across diverse markets.
Our teams collaborate across Reservations, Front Office, Sales, Revenue Management, Guest Services, Housekeeping, Food & Beverage, Finance, and Marketing to maximize guest satisfaction, operational efficiency, and commercial performance.
The Role
We are seeking an experienced Senior Reservations Executive to manage and coordinate reservations, booking inquiries, guest communications, availability, rate information, amendments, cancellations, and pre-arrival arrangements.
The ideal candidate will combine strong hospitality and reservations expertise with excellent communication, attention to detail, commercial awareness, and a proactive approach to delivering accurate and personalized guest experiences.
Key Responsibilities
Manage daily reservation operations across telephone, email, website, online channels, travel partners, and other approved booking platforms.
Handle individual, group, corporate, VIP, long-stay, and special-occasion reservation requests.
Respond promptly and professionally to booking inquiries and guest questions.
Provide accurate information regarding room types, rates, packages, availability, policies, facilities, services, and special offers.
Process new reservations accurately in the approved reservation or property-management system.
Verify guest information, dates, room requirements, rates, payment details, and booking conditions.
Confirm reservation details clearly with guests and booking partners.
Process reservation amendments, extensions, cancellations, no-shows, room changes, and special requests.
Monitor booking changes and ensure all systems and relevant departments are updated.
Coordinate closely with Front Office regarding arrivals, departures, room requirements, and guest preferences.
Communicate special requests and VIP requirements to Housekeeping, Food & Beverage, Concierge, Transportation, and other relevant departments.
Maintain accurate guest profiles, preferences, stay histories, and approved notes.
Ensure guest information is handled confidentially and according to applicable privacy requirements.
Review reservation details before arrival to identify discrepancies, missing information, or operational risks.
Conduct pre-arrival checks for VIPs, groups, special occasions, and complex reservations.
Coordinate airport transfers, transportation, dining arrangements, activities, and other pre-arrival services where applicable.
Support personalized pre-arrival communication and guest-experience planning.
Monitor room and accommodation availability in coordination with Front Office and Revenue Management.
Ensure reservations are allocated to the correct room types, rates, packages, and market segments.
Monitor overbooking levels and follow approved procedures for managing inventory restrictions.
Coordinate with Revenue Management regarding rate changes, restrictions, promotions, minimum stays, and inventory controls.
Ensure reservations comply with approved pricing, rate plans, booking policies, and commercial terms.
Apply appropriate cancellation, modification, deposit, payment, and guarantee policies.
Process deposits, payment guarantees, prepayments, and other reservation-related financial requirements according to company procedures.
Verify payment information and escalate discrepancies or payment risks promptly.
Coordinate billing instructions and special payment arrangements with Finance and Front Office.
Support accurate application of discounts, corporate rates, packages, promotions, and contracted rates.
Maintain knowledge of current room rates, packages, promotions, availability, and booking conditions.
Recommend appropriate room categories, packages, upgrades, and additional services based on guest requirements.
Support upselling initiatives while maintaining a guest-focused and transparent approach.
Identify opportunities to increase room revenue, ancillary revenue, and booking value.
Coordinate with Sales on corporate accounts, contracted rates, group reservations, and business opportunities.
Support group reservation requirements, rooming lists, arrival schedules, and booking deadlines.
Coordinate with Events and Conference teams for accommodation associated with meetings and functions.
Maintain accurate group blocks, allocations, pickup information, and reservation status.
Monitor booking pace, reservation volumes, cancellations, amendments, and no-show trends.
Prepare reservation reports and provide relevant information to management.
Review reservation discrepancies and coordinate timely corrections.
Reconcile reservation information between booking systems, PMS, channel managers, and other approved platforms.
Monitor online booking channels and ensure availability and rate information is accurate.
Coordinate with Distribution and Revenue Management teams to resolve channel or inventory discrepancies.
Support travel-agent, corporate, wholesale, OTA, and other distribution-partner reservations where applicable.
Verify booking terms, commissions, inclusions, and contractual requirements for partner reservations.
Maintain professional relationships with travel agents, corporate clients, booking partners, and external stakeholders.
Respond to reservation-related complaints and service issues professionally.
Provide effective service recovery when booking errors or reservation problems occur.
Investigate reservation discrepancies and identify root causes to prevent recurrence.
Escalate complex reservation issues, inventory conflicts, rate disputes, and high-priority requests to management.
Maintain accurate records of reservation correspondence, confirmations, amendments, cancellations, and special requests.
Ensure reservation documentation is complete and readily accessible to authorized teams.
Support reservation audits and quality-control checks.
Monitor response times and ensure reservation inquiries are handled within established service standards.
Maintain consistent telephone, email, and written communication standards.
Use professional and personalized communication appropriate to the guest and booking channel.
Support training and coaching of junior reservations team members.
Share system knowledge, reservation procedures, product information, and best practices with colleagues.
Assist with shift handovers and ensure outstanding reservation matters are communicated accurately.
Support reservation schedules and workload allocation during peak booking periods.
Monitor reservation workload and identify staffing requirements.
Maintain strong working relationships with Front Office, Sales, Revenue Management, Housekeeping, Finance, Concierge, and Operations teams.
Participate in reservation-system testing, process improvements, system upgrades, and new-channel implementations.
Identify opportunities to automate routine reservation processes while maintaining service quality.
Maintain up-to-date knowledge of destination information, property facilities, room categories, services, and local attractions.
Support development of reservation scripts, FAQs, templates, SOPs, and guest-communication standards.
Monitor industry trends, booking behavior, distribution developments, and evolving guest expectations.
Provide management with recommendations to improve reservation accuracy, conversion, guest satisfaction, and revenue performance.
Lead continuous-improvement initiatives across reservations operations.
Key Performance Indicators
Reservation response time
Reservation conversion rate
Booking accuracy
Reservation error rate
Reservation amendment accuracy
Cancellation processing accuracy
No-show processing accuracy
Inquiry-to-booking conversion
Booking confirmation turnaround time
Guest satisfaction
Reservation-related complaint rate
Service recovery effectiveness
Pre-arrival communication completion
VIP reservation accuracy
Special-request fulfillment rate
Guest preference accuracy
Room-type allocation accuracy
Rate accuracy
Package and promotion accuracy
Inventory accuracy
Overbooking control
Channel availability accuracy
Channel rate accuracy
Distribution-system synchronization
Corporate booking performance
Group reservation accuracy
Rooming-list accuracy
Upselling conversion
Upgrade revenue
Ancillary-service conversion
Average booking value
Revenue contribution
Reservation productivity
Reservations handled per employee
Call response performance
Email response performance
Payment and deposit accuracy
Billing-instruction accuracy
Reservation audit compliance
SOP compliance
CRM and PMS data accuracy
Training completion
Team competency
Partner service performance
Continuous-improvement completion
Ideal

Work arrangement
Yes