Reservations & Guest Services AgentAbu Dhabi — UK & UAE portfolios
Location: Abu Dhabi, UAE (Al Reem Island office) | On-site | Full-time | Reporting to the Reservations Lead & Operations Manager | Start: Immediate — urgent hire
Urban Chic is a premium serviced apartment brand operating design-led apartments across central London and Abu Dhabi, part of Chic Group. Our Abu Dhabi office is the reservations hub for both regions, and we're looking for a Reservations & Guest Services Agent to join it immediately. The role is sales-driven first: you convert enquiries into confirmed, revenue-generating bookings and maximise the value of every booking, while delivering the responsive, personal service our brand is known for to guests before, during and after their stay.
Reservations and sales conversion
- Handle all inbound enquiries for both UK and UAE portfolios via phone, email, WhatsApp, live chat, OTA messaging (Booking.com, Airbnb, Expedia) and direct website channels, within agreed response-time standards
- Actively convert enquiries into confirmed bookings: follow up unconverted quotes, abandoned enquiries and expired holds, and re-engage past guests for repeat business
- Upsell and cross-sell at every opportunity — extended stays, larger or premium units, early check-in / late check-out, parking and other add-ons
- Prepare quotations and negotiate extended-stay and corporate enquiries within parameters set by head office, steering guests to direct channels where possible
- Manage the reservations calendar in Guesty: new bookings, modifications, extensions, cancellations and no-shows, keeping rates, availability and unit allocation accurate at all times
- Process booking payments and guest deposits, explain payment and cancellation terms clearly, and assist with billing queries
Guest services
- Act as primary point of contact for in-stay guests in both regions: check-in/out arrangements, key and access queries, housekeeping requests, luggage, directions and concierge-style help
- Manage pre-arrival communications — confirmations, arrival instructions and guest verification
- Handle complaints calmly and professionally, resolving at first contact where possible and protecting the booking and its revenue
- Triage every guest-reported issue: ask the right questions to diagnose it (e.g. Wi-Fi, heating/AC, appliances, access, cleanliness), resolve it yourself where you can, and where you can't, allocate it to the right team — maintenance, housekeeping, operations or management — in the relevant region
- Allocate tasks with clear handover notes (guest, apartment, issue, what has been tried, urgency), track each one through to confirmed resolution and close the loop with the guest
- Respond to guest reviews on OTA platforms, Google Business and TripAdvisor; encourage satisfied guests to review and flag negative feedback promptly
- Keep accurate records of enquiries, quotes, conversions and guest communications; support daily arrivals, departures and occupancy reporting
What we're looking for
- 1–3 years' reservations, travel sales, front-office or guest-services experience in hotels, serviced apartments, holiday homes or travel
- A natural salesperson: confident converting enquiries and upselling, with a service-first manner
- Excellent spoken and written English; Arabic an advantage
- Confident with a PMS / channel manager (Guesty a plus) and OTA extranets
- Accurate, organised and calm under pressure; comfortable handling payments and deposits
- Practical problem-solver: able to diagnose common in-apartment issues over the phone and know when and to whom to hand them on
- Able to work a rota including night shifts and weekends (UAE time) to cover UK hours
- Based in Abu Dhabi or able to relocate immediately; visa sponsorship available for the right candidate
Hours, pay and benefits
- Full-time, on-site in our Abu Dhabi office; rota covering UK and UAE operating hours — day and night shifts, 6 days a week (UAE time), including weekends and public holidays
- Competitive salary (AED) depending on experience, plus travel allowance
- UAE employment visa and health insurance
- Annual leave in line with ADGM Employment Regulations (30 calendar days from year two)
- Six-month probation
Why Urban Chic
- A key front-line role with real visibility to the leadership team
- Performance measured on clear conversion, upsell, response-time and guest-satisfaction KPIs
- Part of Chic Group, a growing vertically integrated real estate group across London and Abu Dhabi
- Progression into senior reservations or operations roles as the portfolio grows
How to apply
Do you have experience working in the holiday homes / short-term rental or serviced apartments industry?
Urban Chic is an equal-opportunities employer. All appointments are subject to satisfactory references and successful issuance of a UAE employment visa where required.