Reservations and Service Center Agent Full Time

Reservations and Service Center Agent

General Information

Country/Region: United Arab Emirates
Province/City: Abu Dhabi
Location: Rosewood Abu Dhabi
Department: Rooms – Heart of House
Job Type: Full-time Permanent
Job Description

Overview/Basic Function:

Provide prompt, courteous, and efficient handling of all requests for guest room reservations, changes, cancellations, and general hotel information.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Handle incoming and outgoing calls promptly with a pleasant tone of voice and route calls to proper extensions.
• Provide general information about hotel facilities (SPA, F&B inquiries) and assist callers using the telephone switchboard and hotel computer system.
• Accept and place wake-up calls for in-house guests.
• Process room reservations via mail, telephone, telex, cable, fax, or central reservation systems referral.
• Assist sales teams with group reservations.
• Maintain comprehensive knowledge of:
• Hotel facilities/services and hours of operation.
• Guest room layouts, bed types, decor, appointments, and locations.
• Room availability for any given day.
• Restricted dates, rates, and room types.
• Room rates, packages, and promotions.
• Specific arrangements between the hotel and travel agencies or corporate reservation centers.
• Entertainment and special events scheduled in the hotel.

Qualifications

Experience:

• Minimum one year’s experience as a Reservations Agent or a similar role, preferably in a luxury or ultra-luxury hotel.
• Hotel operational exposure (e.g., Spa, F&B, and Reservations) is preferred.

Education:

• High school diploma.

General Skills:

• Attention to detail, speed, and accuracy in job functions.
• Ability to prioritize, organize, and follow up on tasks.
• Clear thinking, problem-solving, and good judgment.
• Ability to work cohesively with team members and with minimal supervision.
• Maintain guest confidentiality and pertinent hotel data.

Technical Skills:

• Proficiency in Opera system.
• Ability to suggestively sell and retrieve information from the hotel reservations system.

Language:

• Fluency in speaking, reading, and writing English is required.
• Arabic is preferred but not mandatory.

Physical Requirements:

Ability to exert physical effort, endure various movements throughout the work areas, reach up and down, remain stationary at times, and communicate effectively with guests and co-workers.

Licenses & Certifications:

• None required.

About Us

Located on Al Maryah Island at the core of Abu Dhabi’s new Central Business District (CBD), Rosewood Abu Dhabi is a five-star luxury hotel inspired by the glistening Arabian Gulf. The hotel reflects the history, architecture, and culture of Abu Dhabi. Guests can enjoy spacious rooms, fine dining, world-class amenities, and stunning views.