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.
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