Reservation Agent (Russian Speaking)

The Reservation Agent will be responsible for managing all aspects of guest reservations and booking inquiries across multiple platforms (OTA, direct, corporate). This role requires excellent communication skills, attention to detail, and the ability to coordinate effectively with internal teams (housekeeping, finance, and property management) to ensure seamless guest experiences and proper record-keeping for long-term rentals.

Key Responsibilities

Reservations Management

1. Handle all incoming booking inquiries via phone, email, WhatsApp, and OTA platforms (Booking.com, Airbnb, Expedia, etc.).
2. Enter and update reservations accurately in the reservation system / PMS.
3. Confirm reservations and send booking confirmations to guests and owners.
4. Modify, cancel, and reassign reservations as required.
5. Maintain daily occupancy reports and availability calendars.

Guest & Client Communication

1. Respond promptly to guest inquiries in a professional and courteous manner.
2. Provide information on properties, amenities, rates, and policies.
3. Handle special requests (early check-in, late check-out, extra services).
4. Resolve booking-related issues and escalate when necessary.

Coordination & Compliance

1. Communicate booking details with housekeeping and operations teams.
2. Coordinate with finance for collection of payments, deposits, and refunds.
3. Support property management team for long-term rental tenant move-ins/move-outs.
4. Upload and maintain guest and booking details in the DTCM portal in line with Dubai regulations.
5. Ensure all guest documents are collected in line with SOPs (passport copies, Emirates ID, etc.).
6. Maintain accurate records for reporting, audits, and regulatory compliance.

Additional Tasks

1. Monitor guest reviews and escalate issues to management.
2. Prepare daily, weekly, and monthly reservation reports for management.
3. Assist marketing team with updates on occupancy, promotions, and blocked dates.
4. Keep property listings updated on all OTA platforms.
5. Support in preparing check-in packs and guest communication templates.

Requirements

• Experience as a reservation agent
• Russian language fluency