Reservations Agent – Luxury Hotel

About the role

The Reservations Agent will be the first point of contact for guests and partners, handling enquiries, bookings and modifications for Waldorf Astoria Ras Al Khaimah. The role requires delivering personalized, professional service while supporting the hotel’s revenue goals.

Key responsibilities

• Respond to internal and external calls and emails, offering suitable room types and packages based on guest preferences.
• Process reservations, modifications, cancellations and ensure all details are accurately recorded and shared with relevant departments.
• Perform quality checks on arrivals and previous‑day reservations to verify billing, VIP status and preferences.
• Upsell higher‑room categories, manage no‑show and late‑cancellation actions, and follow up pre‑payments, advance deposits and cash bookings.
• Build and maintain relationships with regular bookers, travel agents and other partners.
• Collaborate with Front Office, Commercial and Finance teams and support group bookings, creating SRPs, rooming lists and packages.

Required profile

• Ability to read, listen and communicate effectively in English.
• Proficiency with moderately complex computer systems and accurate data entry.
• Strong customer‑service orientation with patience, tact and diplomacy.
• Capability to resolve guest issues promptly and escalate when necessary.
• Attention to detail and ability to work under pressure.