Reservations & Service Center Agent

Rosewood Hotels and Resorts; Dubai; On-site; AED 67,000 - 100,000; Full time

Benefits offered by this job

Medical coverage

Retirement benefits

Paid time off

Complimentary room nights

Learning and development opportunities

Global career opportunities

Industry-leading paid parental leave

Job summary

Rosewood Hotel Group in Dubai is seeking a Reservations & Service Center Agent to be the trusted contact for accommodation reservations, restaurant bookings and guest inquiries. You will uphold Rosewood’s standards of luxury hospitality with professionalism and discretion.

You will collaborate across departments to anticipate guest preferences, handle requests efficiently, and contribute to the hotel’s commercial success through attentive service and accurate record-keeping.

Qualifications

• Experience delivering exceptional guest service in luxury hospitality, reservations, front office or contact center environments.
• Confident communicator with warmth, professionalism and discretion.
• Strong attention to detail and ability to manage multiple priorities.

Responsibilities

• Handle reservations, guest inquiries, and service requests across phone, email and digital channels.
• Upsell opportunities to maximize revenue and manage inventory.
• Coordinate guest preferences, arrivals, transportation and special occasions with relevant departments.

Skills

Guest service

Communication

Attention to detail

Revenue awareness

Tools

Hotel systems

Job description

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

As part of the Rooms Division you will join a dynamic team responsible for shaping every guest s journey before arrival and throughout their stay Working closely with the Reservations Front Office Revenue Sales amp Marketing Finance and Guest Services teams you will play a key role in delivering seamless communication and exceptional service across multiple guest touchpoints Reporting to the Reservations and Service Center leadership team you will help ensure every interaction reflects Rosewood s commitment to thoughtful personalized hospitality

YOUR ROLE

As a Reservations amp Service Center Agent you will be at the heart of the guest experience serving as a trusted point of contact for accommodation reservations service requests restaurant bookings and guest inquiries Through your professionalism attention to detail and passion for service you will create positive first impressions support operational excellence and contribute to the hotel s commercial success Working collaboratively across departments you will ensure guest preferences are anticipated requests are handled efficiently and every interaction reflects Rosewood s standards of luxury hospitality

HOW YOU LL MAKE THE PLACE

Deliver exceptional service through prompt professional handling of reservations guest inquiries and service requests across phone email and digital channels Manage room reservations modifications cancellations and special requests while ensuring accuracy and attention to detail Maximize hotel revenue opportunities through effective upselling inventory management and application of revenue management principles Coordinate guest preferences arrival arrangements transportation requests and special occasions with relevant departments to create memorable experiences Manage restaurant reservations and guest inquiries ensuring seamless communication with dining outlets Handle in-house guest requests through hotel systems and follow through to ensure timely completion and guest satisfaction

OUR BENEFITS

• medical coverage
• retirement benefits
• paid time off
• complimentary room nights
• learning and development opportunities
• global career opportunities
• 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 commitments to reflect and honor the history culture and geography of our destinations We re not only committed to building and nurturing genuine long-lasting relationships but to transforming them and our Diversity Equity and Inclusion DEI strategy helps put these principles into practice

You have experience delivering exceptional guest service in a luxury hospitality, reservations, front office, or customer contact center environment. You are a confident communicator who can build rapport with guests while handling inquiries with warmth, professionalism, and discretion. You have strong attention to detail and take pride in maintaining accurate records and managing multiple priorities effectively. You are commercially minded and enjoy identifying opportunities to enhance the guest experience while maximizing revenue. You thrive in a fast-paced environment, remain calm under pressure, and use sound judgment to resolve challenges. You are comfortable working with hotel systems and technology, and you are eager to learn and adapt to new tools and processes.