Reservation Executive - CIS Market

Company: DESERT GATE TOURISM - UAE

An organization built on professionalism, extensive experience, and guest-centricity, Desert Gate was the long-sought dream of a visionary who established the company in 2004 as a supplier of the local needs of top-level tour operators in the UAE. Today, it is a full-fledged premium DMC, serving the seven emirates of the UAE, Oman, the Maldives, and its newest destinations Qatar and Mauritius. Over the years, the company has been recognised and rewarded for its innovative approach to product design as well as providing top notch service to its guests.

With a solid financial base complemented by a well-proven, reliable top management boasting 75 years of combined experience in the travel industry, Desert Gate envisions becoming the number one luxury travel group in the Gulf region, with a plan to expand its services to other destinations that are culturally connected to its home market.

Desert Gate is part of the MTS Globe group (www.mtsglobe.com) and through that partnership has access to the best-in-class technology and cleanest XML feed in the industry. Also, as a traditional DMC, Desert Gate has all you can expect from a first-rate ground handler, such as excellent contracting, creative excursions, and superior in-resort service levels.

We are seeking a highly organized and service-oriented Destinations Specialist to manage travel reservations for CIS market clients in a specific destination. The role involves handling client and agent requests, confirming services, maintaining accurate system records, and ensuring a high standard of service delivery throughout the reservation process.

The ideal candidate is customer-focused, dependable under pressure, and passionate about delivering exceptional service to travel partners and guests.

Reservations Handling

• Respond promptly to all client and agent inquiries and reconfirm requests in a timely and professional manner.
• Enter and maintain accurate reservation details in the booking system for all requested services (hotels, transfers, excursions, etc.).
• Reconfirm bookings with internal departments and external suppliers as required.
• Advise on availability and pricing, offering suitable alternatives in case of unavailability.
• Handle incoming calls from clients and agents, ensuring queries are resolved efficiently.
• Proactively upsell excursions, transfers, and value-added services to maximize revenue opportunities.
• Manage bookings through online reservation portals of selected partners when applicable.
• Forward booking confirmations and invoices to clients, including those on auto-invoicing.
• Communicate any changes or arrival irregularities to partners and coordinate with operations for smooth delivery.
• Support operations by ensuring all services are reconfirmed before guest arrival.
• Assist in preparing quotations and product descriptions for offers as required.

Internal & External Coordination

• Liaise with internal departments such as Transfers, Sales, Excursions, Visas, and Accounts to resolve issues and provide booking updates.
• Collaborate with suppliers to address and resolve any partner-related issues effectively and promptly.

Managing Complaints in a Constructive Manner:

• Listen to client requests & concerns with empathy and professionalism, ensuring prompt resolution.
• Take appropriate action to address complaints, escalating unresolved issues to senior management if necessary.

• Follow up with clients to ensure satisfaction and maintain a positive brand reputation.

Yielding Support

• Support yield management by rebooking services to apply promotional rates, waiving cancellation charges when appropriate, and manually booking exclusive offers to reduce cost and enhance margin.
• Monitor booking pace, availability, and performance of products on a daily basis.
• Identify opportunities for rate adjustment, close-outs, and release periods to optimize revenue and maximize occupancy.
• Analyse booking data to spot seasonal trends, high-performing products, and underutilised inventory.

• Industry Experience - minimum of 3 years of experience in a reservations role in tourism or hospitality. Prior experience handling CIS market clientele is required for this role
• Communication - excellent verbal and written communication skills with a focus on excellent customer service. Fluent in English and Russian, other CIS language skills is required.

• Problem-Solving Skills - demonstrated experience of resolving customer queries or last-minute requests and handling conflicts and complaints in a constructive manner.

• Technical Acumen - strong working knowledge of reservations systems and platforms, including FIT booking tools.
• Yielding – Practical knowledge of yield management through booking adjustments and cancellations to optimise profitability.
• Market Knowledge – familiarity with CIS source markets, customer behavior, and travel preferences.
• IT Proficiency - good working knowledge of Microsoft Office and proficiency in relevant reservation systems.