Reservations & Service Center Agent

Rosewood Hotels and Resorts; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

Rosewood Abu Dhabi is seeking a Reservations & Service Center Agent to be the primary contact for guests seeking information, reservations and assistance before and during their stay. You will manage accommodation reservations, handle guest communications, coordinate service requests and act as a key liaison between guests and hotel departments.

You will use product knowledge, attention to detail and hospitality standards to contribute to guest satisfaction, operational efficiency and revenue

Qualifications

• Experience in reservations, call center, guest services or customer-facing hospitality role.
• Excellent telephone etiquette and written communication with strong attention to detail.
• Proficient with reservation systems and hospitality tech; multitasks in fast-paced environment.
• Fluent in English; additional languages valued.

Responsibilities

• Serve as the primary contact for guests seeking information, reservations and assistance before and during their stay.
• Manage accommodation reservations, handle guest communications, coordinate service requests.
• Act as liaison between guests and hotel departments to ensure seamless experiences.
• Maintain accurate reservation records, guest profiles, billing instructions and requests.
• Support Service Center operations with wake-up calls, restaurant reservations and internal requests.
• Collaborate with Revenue Management, Sales, Front Office and Finance to optimize bookings and revenue.

Skills

Reservations experience

Customer service

English fluency

Hospitality knowledge

Job description

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OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact As a pioneering collective with a common purpose we curate extraordinary moments and honor the soul of every place along our journey At Rosewood Hotel Group we answer The Calling Together we Make the Place

THE TEAM

The Reservations amp Service Center team at Rosewood Abu Dhabi is at the heart of the guest journey creating memorable first impressions and delivering seamless communication throughout every stay The team plays a critical role in maximizing revenue opportunities coordinating guest requests and ensuring exceptional service standards across all guest touchpoints As a Reservations amp Service Center Agent you will report to the Reservations amp Service Center Supervisor and work closely with Front Office Revenue Management Sales amp Marketing Food amp Beverage Housekeeping and other operational teams to deliver personalized and efficient service

YOUR ROLE

As a Reservations amp Service Center Agent you will serve as the primary point of contact for guests seeking information reservations and assistance before and during their stay You will manage accommodation reservations handle guest communications coordinate service requests and act as a key liaison between guests and hotel departments Through your product knowledge attention to detail and commitment to exceptional hospitality you will contribute to guest satisfaction operational efficiency and revenue optimization while consistently delivering experiences that reflect Rosewood s luxury standards

HOW YOU LL MAKE THE PLACE

• Handle accommodation reservations modifications cancellations and guest inquiries while maximizing room revenue opportunities
• Deliver exceptional guest service through telephone email WhatsApp and other communication channels in accordance with Rosewood Forbes and LQA standards
• Coordinate guest requests and service recovery efforts with relevant hotel departments to ensure seamless guest experiences
• Maintain accurate reservation records guest profiles billing instructions and special requests within hotel systems
• Support Service Center operations by managing guest communications wake-up calls restaurant reservations and internal service requests
• Collaborate with Revenue Management Sales Front Office and Finance teams to ensure accurate booking management and revenue optimization

OUR BENEFITS

As part of our team you ll enjoy a thoughtfully designed benefits package that supports your wellbeing professional growth and life beyond work This includes medical coverage paid time off complimentary room nights learning and development opportunities global career opportunities and industry-leading paid parental leave supporting eligible associates across all paths to parenthood

OUR COMMITMENT TO YOU

At Rosewood Hotel Group your voice is heard and valued We re a community that encourages associates to be themselves not fit into a fixed culture and this philosophy shines through in our commitment to reflect and honor the history culture and geography of our destinations We are committed to building meaningful relationships celebrating diversity and fostering an environment where everyone can thrive through our Diversity Equity amp Inclusion DEI strategy

Qualifications and Experience

You have experience in reservations, call center operations, guest services, or a customer-facing role within the hospitality industry You are passionate about creating memorable guest experiences through personalized service and effective communication You possess excellent telephone etiquette and written communication skills with a strong attention to detail You are highly organized, able to multitask effectively, and perform well in a fast-paced environment You are comfortable using reservation systems, property management systems, and hospitality technology platforms You have a strong understanding of upselling opportunities and revenue-enhancing practices You communicate fluently in English; additional language skills are highly valued