Cluster Reservation Agent – Luxury Resort

About the role

The Cluster Reservation Agent will support the newly‑opening Raffles & Fairmont The Red Sea resort by managing individual and group bookings across all channels. Working closely with sales, revenue and front‑office teams, the role ensures accurate reservations, maximises revenue and delivers the ultra‑luxury guest experience expected of the brand.

Key responsibilities

• Process individual and group reservation requests efficiently using Opera/Accor systems and confirm bookings with complete guest information.
• Respond promptly to inquiries via phone, email, website or OTA platforms and upsell higher room categories and hotel packages.
• Maintain reservation records, update changes, cancellations and no‑shows, and prepare daily/weekly reservation reports.
• Monitor arrivals, coordinate with front office and housekeeping, and ensure rate parity across all booking channels.
• Handle special requests (early check‑in, late check‑out, VIP amenities) and resolve booking‑related issues or escalations.
• Liaise with sales, revenue and front‑office teams for group bookings, long stays and over‑booking situations in line with hotel revenue strategy.

Required profile

• Previous experience in hotel reservations or front office (entry‑level acceptable) with a strong understanding of ultra‑luxury guest expectations.
• Experience in pre‑opening projects, including coordination, scheduling and document control.
• Fluent English; Arabic is a plus.
• Customer‑oriented attitude, ability to multitask under pressure and maintain confidentiality of guest data.

Required skills

• Opera PMS / Accor reservation system proficiency.
• Microsoft Office – Excel and Outlook.