Reservations Agent - Guest Booking & Revenue Support Specialist at InterContinental Residences ...

At InterContinental Residences Dubai Business Bay, we are seeking a Reservations Agent to support and enhance the booking experience for guests while contributing to revenue performance and operational efficiency.

This role is designed for a detail oriented, guest focused, and commercially aware professional who understands that every reservation is the beginning of the guest journey-ensuring accuracy, responsiveness, and a seamless booking process from the very first interaction.

This is more than a traditional reservations role. InterContinental Residences Dubai Business Bay represents refined residential luxury, where every guest interaction is expected to feel personalised, efficient, and intuitive.

You will ensure that all reservations-whether via phone, email, or online channels-are handled with precision, professionalism, and a strong focus on guest needs and revenue optimisation.

Why This Role Matters

Reservations are the first impression of the hotel experience.

As a Reservations Agent, you will ensure that every booking is handled accurately and efficiently, while also identifying opportunities to enhance guest stays and maximise revenue.

You will support the Assistant Reservations Manager in maintaining system accuracy, rate integrity, and smooth communication with Front Office, Sales, and Revenue teams.

This is a key role in driving both guest satisfaction and commercial success.

Be the First Touchpoint of the Guest Journey

You will manage reservation enquiries and bookings while working closely with the Reservations team, Front Office, and Sales departments.

From handling guest inquiries to confirming bookings and managing changes, you will ensure every interaction reflects professionalism, clarity, and attention to detail-setting the tone for a seamless guest experience.

What We'll Support You to Do

• Deliver Accurate & Efficient Reservations: Handle bookings with precision and speed
• Support Revenue Performance: Identify upselling opportunities and optimise room revenue
• Enhance Guest Experience: Provide clear, helpful, and personalised communication

The Gig

Reporting to the Assistant Reservations Manager, the Reservations Agent supports all booking operations for InterContinental Residences Dubai Business Bay.

• The Opportunity: Be the first step in the guest journey within a luxury residential hotel
• The Strategy: Ensure accuracy, responsiveness, and commercial awareness in reservations
• The Impact: Drive guest satisfaction and support revenue optimisation

You will be responsible for managing reservations, guest inquiries, and booking accuracy.

Stay Human

At InterContinental, every interaction matters. This role is about more than processing bookings-it is about building trust, understanding guest needs, and ensuring every reservation reflects care, clarity, and professionalism.

Your Day to Day

No two days are the same; your responsibilities will span a range of operational and guest facing activities, including but not limited to:

Reservations Handling

• Manage incoming reservations via phone, email, and online channels
• Accurately input bookings into the reservation system
• Confirm, modify, and cancel reservations as required
• Ensure all booking details are complete and correct

Guest Communication

• Respond to guest inquiries professionally and promptly
• Provide information on room types, rates, and hotel services
• Assist guests in selecting suitable accommodation options
• Maintain a courteous and service oriented tone at all times

Revenue & Upselling Support

• Identify opportunities to upsell room categories and services
• Support rate integrity and availability control
• Assist in promoting packages, offers, and long stay options
• Contribute to achieving revenue targets

System Accuracy & Coordination

• Maintain accurate reservation records and profiles
• Ensure alignment between reservation system and Front Office
• Coordinate with Sales, Revenue, and Front Office teams
• Monitor booking channels and update availability when required

Operational Support

• Assist in daily reservations reporting and tracking
• Support group and long stay bookings when required
• Ensure compliance with hotel policies and procedures
• Contribute to continuous improvement of reservation processes

What Success Looks Like

• Accurate and error free reservation processing
• High responsiveness to guest inquiries
• Strong conversion of inquiries into confirmed bookings
• Effective upselling and revenue contribution
• Seamless coordination with Front Office and Sales teams
• Consistent delivery of professional and guest focused communication

Who This Role Is Perfect For

• Detail oriented and organised hospitality professional
• Strong communication and customer service skills
• Commercially aware with an understanding of revenue principles
• Calm and efficient under pressure
• Comfortable working with systems and data
• Guest focused with a proactive mindset

What We Need From You

Ideally, you bring some (or all) of the following qualifications and experience:

Education

• Hospitality or business related qualification preferred

Experience

• 1-3 years in reservations, call centre, or front office roles
• Experience in luxury or upscale hotel environments preferred
• Knowledge of reservation systems (Opera or similar) required
• Understanding of OTA channels and booking platforms beneficial
• GCC/Dubai experience is a plus

Personal Attributes

• Strong attention to detail and accuracy
• Professional and confident communicator
• Organised and efficient in managing multiple tasks
• Commercially aware and results oriented
• Positive and service driven attitude
• Passionate about delivering seamless guest experiences

What You Can Expect from Us

We give our people everything they need to succeed - from a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life. These include a full uniform, generous room discounts, and world class training programs.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

We foster a culture of trust, support, and acceptance - always welcoming different backgrounds, experiences, and perspectives. At IHG, we give every member of our team the room they need to belong, grow, and make a difference in a collaborative environment.

We know that to work well, we need to feel well - both inside and outside of work. Through our myWellbeing framework, we're committed to supporting wellbeing across your health, lifestyle, and workplace.

Ready to Shape the Guest Experience?

If you don't meet every requirement but believe you bring the right energy, leadership, and passion for people-we'd still love to hear from you.

Join us and be part of shaping distinctive hospitality experiences in Dubai-where your ideas, personality, and expertise will help define how guests connect, unwind, and remember us.

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?