Guest Reservations Agent

About the role

The Guest Reservations Agent is responsible for handling all reservation enquiries for The St. Regis Abu Dhabi, ensuring a seamless booking experience for guests and supporting the hotel’s revenue goals.

Key responsibilities

• Process reservation requests, changes and cancellations received by phone, fax or mail.
• Identify guest needs, determine appropriate room type and verify availability and rates.
• Explain guarantee, special rate and cancellation policies to callers.
• Accommodate and document special requests and answer questions about property facilities and services.
• Apply sales techniques to maximize revenue and input accurate data into the reservation system.
• Code special room types such as complimentary rooms, employee discounts, travel‑agent rates and wholesale reservations.
• Follow escalation procedures for guest concerns and adhere to all company policies and confidentiality standards.
• Maintain a professional appearance and uphold the privacy and security of guests and coworkers.

Required profile

• Strong attention to detail when verifying room availability, rates and special requests.
• Excellent communication skills for phone, fax and mail interactions.
• Ability to explain reservation policies clearly and courteously.
• Customer‑focused mindset with the ability to anticipate and address guest needs.
• Professional demeanor and commitment to maintaining confidentiality and brand standards.

Required skills