Reservations Executive (UAE)

Reservations Executive - UAE

Location: Abu Dhabi

Reporting to: Reservations Manager (UK)

Department: Reservations

Type: Full-Time, Fixed-Term

Salary: 72k AED Per Year (50k Base, 22k Travel)

Working Hours: 8am to 5pm - 1 hour break 

We are seeking a motivated, organised, and guest-focused Reservations Executive to support our fast-growing holiday homes operation in Abu Dhabi.

You will work closely with both our UK Reservations Team and our local UAE team, handling daily bookings, guest communication, and operational coordination. This role is ideal for individuals seeking rapid growth within an international hospitality group.

Reservations Management & Guest Support

• Manage daily reservations, inquiries, out-of-hours requests, and booking confirmations
• Handle overflow reservation enquiries for the London portfolio when required
• Process, modify, and cancel bookings accurately in RMS and OTA platforms
• Communicate clearly and professionally with guests across multiple channels (phone, email, WhatsApp, OTA messaging)
• Maintain high accuracy to prevent overbookings, billing errors, and calendar discrepancies
• Ensure a smooth guest experience from inquiry to post-stay

Systems, Payments & Records

• Process payments, pre-authorisations, refunds, and resolve payment-related issues
• Update systems, calendars, logs, guest profiles, notes, and tasks to ensure complete and accurate records
• Maintain rate and availability accuracy across Airbnb, Booking.com, Expedia, and other OTAs
• Assist with reservation-related administration and back-office tasks

Handover, Reporting & Service Continuity

• Prepare clear daily handover notes for both the UK Reservations team and UAE Operations team
• Log issues, escalations, and follow-ups, ensuring all items are tracked to closure
• Meet internal KPIs for response times, conversion rates, and reservation accuracy
• Flag recurring issues, operational gaps, or system inconsistencies and suggest improvements

Collaboration & Cross-Functional Support

• Coordinate closely with the UK team
• Support pre-arrival checks and communicate exceptions (late arrivals, payment holds, access instructions, special requests)
• Work with UAE operations on guest coordination, cleaning schedules, property access, and key handovers
• Support the launch and ongoing development of the new UAE branch
• Maintain brand voice and service standards across all touchpoints

Skills & Experience

Essential:

• 1+ years of experience in hospitality, customer service, administrative roles, or reservations
• Fluent Arabic Speaker (Arabic + English required)
• Strong communication and multitasking abilities
• Basic understanding of OTAs or booking systems (training provided)
• Based in Abu Dhabi, with Right to Work in the UAE
• Detail-oriented, organised, and eager to learn
• Positive attitude and willingness to grow with the company

Desirable:

• Previous experience in hotel or holiday homes reservations
• Familiarity with Airbnb, Booking.com, or other OTA platforms
• Basic understanding of revenue, availability, or booking workflows
• Experience in cross-team coordination or back-office roles