Reservations & Guest Services Agent

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 hiring a Reservations & Guest Services Agent to join it immediately. This is an urgent hire.

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.

IMPORTANT: Previous experience in the holiday homes / short-term rental or serviced apartments industry is essential. Please confirm this in your application; applications without it will not be progressed.

What you'll do

• 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 and expired holds, and re-engage past guests
• Upsell and cross-sell: extended stays, larger or premium units, early check-in / late check-out and add-ons
• Prepare quotations and negotiate extended-stay and corporate enquiries within parameters set by head office
• Manage the reservations calendar in Guesty: bookings, modifications, extensions, cancellations and no-shows, keeping rates, availability and unit allocation accurate
• Process booking payments and guest deposits and explain payment and cancellation terms clearly
• Act as primary point of contact for in-stay guests in both regions: check-in/out, access, housekeeping requests, luggage and concierge-style help; manage pre-arrival communications and guest verification
• Triage every guest-reported issue: diagnose it (Wi-Fi, heating/AC, appliances, access, cleanliness), resolve it yourself where you can, and where you can't, allocate it to maintenance, housekeeping, operations or management with clear handover notes and follow through to resolution
• Respond to guest reviews on OTA platforms, Google Business and TripAdvisor
• Keep accurate records of enquiries, quotes, conversions and guest communications; support daily arrivals, departures and occupancy reporting

What we're looking for

• Previous experience in the holiday homes / short-term rental or serviced apartments industry (essential)
• 1-3 years reservations, travel sales, front-office or guest-services experience
• A natural salesperson 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; a practical problem-solver
• 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 (Al Reem Island); rota covering UK and UAE operating hours, 6 days a week 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
• Six-month probation

Performance is measured on clear conversion, upsell, response-time and guest-satisfaction KPIs, with progression into senior reservations or operations roles as the portfolio grows.

Full details: https://my-urbanchic.com/careers/reservations-agent-abu-dhabi

Urban Chic is an equal-opportunities employer. All appointments are subject to satisfactory references and successful issuance of a UAE employment visa where required.n the position looks like, and how this role fits into the organization overall.

Responsibilities

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Qualifications

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