Reservation Agent – Arabic Speaker – Mercure Dubai Barsha Heights Hotel Suites And Apartments

Position Summary:

The Reservation Agent is responsible for handling all guest room reservations and inquiries in an efficient, courteous, and professional manner. As an Arabic-speaking team member, the role ensures clear communication with Arabic-speaking guests, delivering personalized service that enhances guest satisfaction and loyalty.

Key Responsibilities:

• Handle all room reservation requests, changes, and cancellations via phone, email, or online channels promptly and accurately.

• Provide detailed information about room types, rates, packages, and hotel facilities to maximize revenue and guest satisfaction.

• Communicate effectively in Arabic and English, assisting Arabic-speaking guests with their inquiries and special requests.

• Ensure all reservations are accurately entered in the Property Management System (PMS).

• Maintain up-to-date knowledge of room availability, promotions, and special offers.

• Process advance deposits, guarantee details, and payment information according to hotel policies.

• Coordinate with Front Office, Sales, and Revenue teams to optimize room inventory and occupancy.

• Handle group bookings, special requests, and VIP reservations with care and professionalism.

• Respond promptly to guest emails and follow up to ensure confirmation and satisfaction.

• Maintain high levels of accuracy and confidentiality in handling guest information.

Qualifications & Skills:

• Bachelor’s degree or diploma in Hospitality Management or a related field preferred.

• Minimum 1–2 years of experience in hotel reservations or Front Office operations.

• Fluent in Arabic and English (both written and spoken).

• Excellent communication, telephone etiquette, and customer service skills.

• Proficient in hotel reservation systems (e.g., Opera) and Microsoft Office applications.

• Strong attention to detail and ability to multitask in a fast-paced environment.

• Professional appearance and a guest-oriented attitude.