Reservations Agent

About the role

The Reservations Agent is the primary point of contact for guests and travel partners, delivering a personalized and professional booking experience for Waldorf Astoria Ras Al Khaimah. The role involves managing reservations, handling enquiries, and ensuring accurate information flow across departments.

Key responsibilities

• Respond to all guest and partner enquiries in a highly professional and personalized manner.
• Offer suitable room types and curate experiences based on guest preferences.
• Answer internal and external calls following brand standards and Forbes guidelines.
• Explain booking terms, policies, and package details to guests.
• Process reservation requests with quality, updating and sharing information with relevant departments.
• Handle modification, cancellation, and no‑show enquiries, applying appropriate actions.
• Build and maintain strong relationships with partners, regular bookers, and repeat guests.
• Perform quality checks on arrivals and reservations entered the previous day.
• Upsell higher room categories and promote ongoing promotions.
• Manage incoming reservation emails within standard response times.
• Maintain records of all reservation correspondence, including complimentary stays, vouchers, and LPOs.
• Follow up on pre‑payments, advance deposits, and cash‑based travel‑agent reservations.
• Resolve guest issues promptly and act as the escalation point when needed.
• Collaborate with commercial, front office, finance, and other departments to address operational challenges.
• Support group reservations, create SRPs, group masters, rooming lists, and package distributions.

Required profile

• Excellent English communication skills – reading, listening and speaking.
• Ability to access, read and accurately input information using a moderately complex computer system.
• Strong attention to detail and ability to maintain accurate records.
• Customer‑focused mindset with the ability to build lasting relationships.

Required skills