Reservations Agent

Job Description

As a Reservations Agent at Caravan by Our Habitas Hatta, you will be one of the first points of connection with our guests, helping turn their interest in Hatta into a memorable stay. From answering enquiries and managing reservations to sharing recommendations and anticipating individual needs, you will ensure every interaction feels warm, personal and effortless.

Working closely with Front Office, Revenue, Sales and Operations, you will manage reservations accurately while maximising booking opportunities and ensuring guests have everything they need ahead of their arrival.

This role is ideal for someone who is warm, organised, commercially aware and naturally engaging, with a genuine passion for creating meaningful guest experiences.

Key Responsibilities

• Handle guest reservation enquiries across telephone, email, online channels and other booking platforms with warmth, professionalism and efficiency.

• Manage new reservations, amendments and cancellations accurately within the property management and reservations systems.

• Provide guests with clear and engaging information about accommodation, rates, packages, experiences, dining, wellness and activities available at Caravan by Our Habitas Hatta.

• Understand each guest’s needs and preferences, recommending suitable accommodation, experiences and packages to create a personalised stay.

• Convert enquiries into confirmed bookings through confident communication, strong product knowledge and a guest-first approach.

• Identify opportunities to upsell and cross-sell accommodation categories, packages and experiences while ensuring recommendations remain relevant to the guest.

• Maintain accurate guest profiles, booking details, preferences, special requests and payment information within the relevant systems.

• Ensure rates, availability, booking conditions and cancellation policies are communicated clearly and accurately.

• Process deposits and payments in line with property procedures and maintain accurate reservation records.

• Coordinate closely with Front Office and Operations regarding VIP guests, special occasions, preferences and specific arrival requirements.

• Work collaboratively with Revenue and Sales teams to support occupancy, rate and revenue objectives.

• Monitor reservations communications and respond to enquiries promptly, ensuring a consistently high standard of service.

• Maintain strong knowledge of current promotions, packages, experiences and property information.

• Support group and event reservations where required, ensuring accurate information and smooth coordination between departments.

• Resolve guest questions or booking concerns with care and efficiency, escalating where appropriate.

• Maintain guest confidentiality and ensure all personal and payment information is handled in accordance with company policies.

• Bring the Our Habitas philosophy to life through authentic, thoughtful and personalised communication at every stage of the booking journey.

Qualifications

• Reservations Experience: Previous experience in reservations, front office, guest services, sales or a similar guest-facing role within hospitality is preferred.

• Guest Experience: Naturally warm and engaging, with a genuine desire to understand guests and create personalised experiences.

• Communication: Excellent verbal and written communication skills, with confidence communicating via telephone, email and digital channels.

• Commercial Awareness: Comfortable identifying opportunities to convert enquiries, upsell experiences and contribute to revenue performance without compromising the guest experience.

• Systems Knowledge: Previous experience with hotel PMS, reservations systems or booking platforms is an advantage.

• Attention to Detail: Highly organised and accurate when managing reservations, guest information, rates, payments and special requests.

• Problem Solving: Able to respond calmly and positively to changing guest requirements and find practical solutions.

• Team Collaboration: Comfortable working closely with Front Office, Revenue, Sales and Operations to ensure a seamless guest journey.

• Language Skills: Fluency in English is required; additional languages are an advantage.

• Brand & Cultural Fit: Genuine interest in travel, nature, adventure, wellness and experiential hospitality, with an appreciation for the Our Habitas philosophy.

• Great Personality: At Caravan by Our Habitas Hatta, personality and experience are equally valued. We celebrate individuality, curiosity and authenticity—bringing positive energy, warmth and your own perspective is essential.

Additional Information

Why Join Caravan by Our Habitas Hatta?

Be part of the launch team for a new experiential hospitality concept in the UAE, combining nature, adventure, design, wellness, and community. This is an opportunity to help shape the identity of a destination from the ground up and create memorable experiences for a new generation of travellers.

What’s in it for you...

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Great healthcare, competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture