RWABU - Reservations and Service Center Agent

Rosewood Hotel Group; Abu Dhabi; On-site; AED 61,000 - 84,000; Full time

Benefits offered by this job

Medical coverage

Paid time off

Complimentary room nights

Learning and development opportunities

Parental leave

Job summary

Rosewood Abu Dhabi is seeking a Reservations & Service Center Agent to be the first point of contact for guests seeking information, reservations, and assistance before and during their stay. You will manage bookings, respond to guest communications, coordinate service requests, and liaise with hotel departments to ensure a seamless guest journey.

With product knowledge, attention to detail, and a passion for hospitality, you will contribute to guest satisfaction, revenue optimization, and

Qualifications

• Experience in reservations or guest services.
• Excellent telephone etiquette and written communication.
• Fluent English; additional languages are a plus.

Responsibilities

• Handle accommodation reservations, modifications, cancellations, and inquiries to maximize room revenue.
• Provide exceptional guest service via phone, email, WhatsApp, and other channels per standards.
• Coordinate guest requests and service recovery with hotel departments for seamless experiences.
• Maintain accurate reservations, guest profiles, billing instructions, and special requests in hotel systems.
• Collaborate with Revenue Management, Sales, Front Office, and Finance to ensure accurate bookings and revenue optimization.

Skills

Guest communication

Multitasking

Reservation 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

The Reservations & 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 & Service Center Agent, you will report to the Reservations & Service Center Supervisor and work closely with Front Office, Revenue Management, Sales & Marketing, Food & Beverage, Housekeeping, and other operational teams to deliver personalized and efficient service.

YOUR ROLE

As a Reservations & 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

COULD THIS BE YOU?

• 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

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 & Inclusion (DEI) strategy.