Job Title: Reservations Agent (Russian Speaker)

Company: Raffles Hotels, Resorts & Residences

Location: Raffles The Palm Dubai, Dubai, United Arab Emirates

Job Type: Full Time

Company Description

We are far more than a worldwide leader. We are more than 240 000 women and men who share something unique. Each and every day we host the world. We care for millions of people. We are all moved by curiosity. We love blending cultures. We are proud of our differences
Yes, we lead the way. But we want to go further, with audacity, with imagination, with passion.

Raffles the Palm

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island and archipelago. This luxurious five-star hotel with 353 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises nearly twenty luxurious properties, from secluded resorts to city hotels in key locations around the world.




Job Description

This role handles all customer inquiries related to room reservations, with a strong focus on revenue maximization, quality service, and brand standards. The Reservations Agent is responsible for converting inquiries into confirmed bookings while delivering an exceptional guest experience and supporting the hotel’s revenue management strategy.

Reporting to the Reservations Manager, responsibilities and essential job functions include:

Understand and apply the key principles of ACCOR’s Pricing Strategies and Revenue Management, including:
Retail, Corporate, Leisure, Group, and Other segments
Rate restrictions, hurdles, and availability controls
Maximize room revenue by converting telephone inquiries into confirmed reservations
Apply effective upselling and cross-selling techniques
Take reservations in line with revenue management strategies
Demonstrate full knowledge of all hotel products, services, and facilities
Handle reservations inquiries via telephone, email, and fax professionally and efficiently
Be fully conversant with all market segments and rate plans across all distribution channels
Adapt sales techniques to offer the right product to the right customer at the right time
Handle guest queries and complaints related to room reservations with professionalism and care
Identify and communicate sales opportunities related to:
Individual guests
Corporate accounts
Wholesalers and Travel Management Companies
Co-host dinners and special events with the Sales team and participate in client entertainment when required
Ensure full compliance with ACCOR’s Core Reservation Standards
Achieve targeted scores in LQA Hotel Mystery Shopping calls
Maintain accuracy and integrity of the PMS database:
Ensure correct market segmentation for each reservation
Create and maintain hierarchies and relationships between Corporate Accounts
Ensure all reservations meet property standards in terms of data accuracy and guest satisfaction
Demonstrate complete understanding and effective use of RM tools, including Opera PMS/S&C
Participate in PMS conversions as required
Demonstrate full and effective use of the hotel telephone system
Maintain all reservation correspondence accurately and timely
Support the Reservations Manager and Revenue Management team with special projects as required
PERSONAL ATTRIBUTES

Ability to adapt to a fast-paced and changing environment
Strong attention to detail
Ability to handle multiple tasks simultaneously
Strong organizational and workflow management skills
Guest-service oriented with a professional and positive attitude
Strong communication and interpersonal skills

Qualifications

Fluency in English and Russian, written and spoken
Degree or Diploma in Hotel Management, Training & Development, or related field
Working knowledge of Opera PMS and Microsoft Office
Additional languages are an asset
Minimum 2 years’ experience in a hotel or resort as a Reservations Agent - Luxury hotel or resort background preferred
Good understanding of local culture with previous regional experience preferred

Posted: 18/12/2025