Reservation Agent - German French Speaker

Organization- Park Hyatt Dubai

Summary

The Reservation Agent - German/French Speaker is responsible for handling accommodation reservations, guest inquiries, and booking requests while delivering exceptional customer service and maximizing revenue opportunities. The role serves as a key point of contact for guests and travel partners, ensuring reservation accuracy, efficient communication, and personalized assistance in German/French and English. The Reservation Agent contributes to achieving occupancy and revenue objectives while maintaining the highest standards of luxury hospitality.

Main Duties:

• Manage reservation requests received through telephone, email, online platforms, and other communication channels in a professional and timely manner.
• Provide accurate information regarding room categories, rates, packages, promotions, facilities, services, and guest experiences to prospective guests.
• Process, amend, and cancel reservations in accordance with established procedures while ensuring the accuracy of guest profiles and booking details.
• Deliver personalized service in German/French and English, assisting guests with inquiries, preferences, special requests, and travel-related requirements.
• Maximize room revenue through effective upselling, cross-selling, and promotion of available room categories, packages, and hotel services.
• Maintain comprehensive knowledge of accommodation offerings, promotions, policies, loyalty programs, and guest experiences to provide informed recommendations.
• Liaise closely with Front Office, Sales, Revenue Management, and other operational departments to ensure seamless handling of reservations and guest requirements.
• Monitor room availability, booking pace, market demand, and reservation trends to support occupancy and revenue objectives.
• Ensure all reservation records, guest profiles, market segments, and booking information are updated accurately within the property management system.
• Handle FIT, corporate, group, and travel trade reservation requests while ensuring compliance with established guidelines and contractual agreements.
• Respond promptly and professionally to guest feedback, concerns, and reservation-related issues, ensuring effective resolution and guest satisfaction.
• Maintain confidentiality of guest information and ensure compliance with company policies, reservation procedures, and data protection requirements.
• Prepare reservation reports, forecasts, occupancy updates, and other administrative documentation as required by management.
• Support departmental goals by maintaining productivity, service excellence, accuracy, and a strong focus on guest satisfaction.
  
  

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Minimum 1-2 years of experience in Reservations, Front Office, Guest Services, or a similar hospitality role, preferably within a luxury hotel environment.
• Fluency in German and English or French and English, with excellent verbal and written communication skills.
• Strong understanding of reservation operations, room inventory management, guest service principles, and luxury hospitality standards.
• Experience working with Property Management Systems (PMS), Central Reservation Systems (CRS), and Microsoft Office applications.
• Proven ability to maximize revenue through upselling, cross-selling, and effective guest engagement.
• Strong organizational skills with exceptional attention to detail, accuracy, and follow-through.
• Excellent interpersonal, communication, and problem-solving abilities with a guest-focused approach.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment while maintaining a high level of professionalism.