Reservations Agent – Luxury Hotel

About the role

Exceptional hospitality starts with you. The Reservations Agent is responsible for handling guest enquiries, booking rooms, and curating personalized experiences for guests at Waldorf Astoria Ras Al Khaimah.

Key responsibilities

• Respond to internal and external calls and emails in a professional, personalized manner, providing accurate information on room types, rates, and hotel packages.
• Process reservation requests, modifications, cancellations, and group bookings while ensuring all details are recorded and shared with relevant departments.
• Perform quality checks on arrivals and previous‑day reservations, update billing, VIP status, and guest preferences.
• Upsell higher room categories and manage no‑show or late‑cancellation actions according to brand policy.
• Maintain strong relationships with travel partners, regular bookers, and repeat guests.
• Collaborate with Front Office, Commercial, Finance and other teams, and keep the Reservations Manager informed of operational issues.

Required profile

• Excellent reading, listening and communication skills in English.
• Ability to accurately input and retrieve information using a moderately complex computer reservation system.
• Strong customer‑service orientation with patience, tact and diplomacy to resolve guest issues and handle escalations.