Reservation Agent

Rosewood Hotel Group; Qatar; On-site; QAR 45,000 - 73,000; Full time

Job summary

Rosewood Doha in Qatar is seeking a Reservation Agent to respond to all requests in a timely, engaging manner and convert inquiries into confirmed bookings. You will ensure paperwork is complete and data is accurately entered in the property management system.

Knowledge of Opera and Synxis, familiarity with OTA channels, and the ability to process payments and uphold cancellation policies are essential. Join a luxury hospitality team delivering memorable guest experiences.

Responsibilities

• Respond to all telephone/message enquiries in an engaging manner with the aim of converting the enquiry into a booking.
• Ensure that all message/email reservations are processed promptly and confirmations sent within defined timeframes.
• Process room and/or restaurant reservations from sales team, agents and guests via email/messaging channels.
• Verify payment details and alert management to any payment issues in a timely manner.
• Maintain thorough knowledge of hotel products and services to accurately describe offerings.
• Understand rates/packages/promotions and terms and conditions for rooms and restaurants.
• Adhere to cancellation policies and process related charges on the day incurred.
• File reservations correspondence per hotel standards and keep the filing system tidy.
• Demonstrate knowledge of Opera PMS and Synxis CRS to input and verify bookings.
• Conduct daily arrivals checks to ensure reservations are correctly entered for future dates.

Job description

Why Join Us?

At Rosewood Doha, we create an environment where passion meets purpose - and where careers have meaning.

Guided by our philosophy of Relationship Hospitality and our culture of Make the Place, we believe in enriching lives, starting with yours. We empower you to bring your true self, grow with confidence, curate the extraordinary and leave your legacy.

You’ll be part of a diverse, inclusive and supportive community that invests in your development, celebrates achievements and inspires you to Discover Your Calling.

Together, we push boundaries, explore the uncharted and shape the future of luxury lifestyle experiences.

About Rosewood Doha

Rosewood Doha is a landmark destination inspired by Qatar’s coral reefs, bringing together ultra-luxury hospitality, residential living, culinary experiences, holistic wellness, differentiated retail and events within one integrated ecosystem. The property includes a 155-key hotel, 162 serviced apartments and 276 private residences, alongside a diverse collection of restaurants and lounges, expansive event spaces and curated lifestyle experiences. Our destination also houses Asaya, Qatar’s first members-only social wellness club, complemented by Rosewood’s signature Manor Club for Club Room and Suite guests.

Since opening in July of 2025, Rosewood Doha has been recognized with multiple international and regional accolades, including distinctions from the Michelin Guide, Forbes Travel Guide and Qatar Tourism - reflecting the scale, ambition and standards of excellence behind the destination. As part of the global Rosewood Hotels & Resorts portfolio, the property represents a new generation of luxury that goes beyond traditional hospitality into lifestyle, community and experience-driven destinations.

Our Associate Experience

We believe exceptional work deserves exceptional care. At Rosewood Doha, we offer a thoughtfully designed associate experience that supports your wellbeing, growth and life beyond work. This includes:

• A competitive salary and benefits package
• High-quality associate accommodation in prime locations in the heart of Lusail and the Pearl
• Birthday day off (because your milestones matter!)
• Personalized development plans and continuous learning opportunities to support your career journey

These benefits reflect our commitment to creating an environment where you thrive - professionally and personally - while building a meaningful career with us.

Your Role

To respond to all reservation requests in an engaging manner with the aim of converting each request into a confirmed booking using the selling strategy set by the hotel. Ensure all necessary paperwork and administration is in place for each reservation taken and information is updated accurately in the property management system and/or table management system.

Essential Duties and Responsibilities

• Respond to all telephone/message enquiries in an engaging manner whilst also adhering to the hotel's standards with the aim of converting the enquiry into a booking.
• Ensure that all message/email reservations are processed within 10 minutes, and confirmation is sent within 2 hours (except overnight), using grammatically correct English free from spelling mistakes.
• Process room and/or outlet reservations requests received from sales team, agents and/or guests directly whether via email/messaging channels etc.
• Ensure a valid method of payment is in place for all reservations input into the property management system and alert the management team to any potential issues with payment in a timely fashion.
• Possess a thorough knowledge of the hotel product and services and use appropriate verbiage in their description.
• Possess a thorough knowledge of the different rates/packages/promotions offered by the hotel for rooms and restaurants including their terms and conditions.
• Enforce and adhere to the hotel/outlet cancellation policies and ensure any related charges are processed on the day incurred.
• File reservations correspondence as per the hotel standards and ensure the filing system is ordered and tidy.
• Possess a comprehensive knowledge of the Opera property management system and the relevant sections of the Synxis central reservation system.
• Have working knowledge of the Online Travel Agent and wholesale extranet sites sufficient to access reservations details in order to input reservations into the property management system and verify bookings as part of an arrival check.
• Conduct daily arrivals checks for future dates as outlined in the department’s standards to verify that all reservations have been inputted correctly and the relevant information has been included in the booking to ensure the guest has a faultless stay at the hotel.
• Complete all tasks outlined on the relevant shift check list and sign off when all have been finished.
• Identify new corporate or new agents in contact with the hotel and pass to the Sales team as these represent potential business for the future.
• Have knowledge of the duties of all other departments within the hotel particularly those who frequently interact with the reservations team, specifically Guest Relations, F&B, Accounts and Sales.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Follow department SOPs and contribute to improvement of operations and/or guest satisfaction.
• Participate in familiarization trips and menu tasting as required.
• Understand the department goals and projections for rooms and outlets.
• Be aware and adhere strictly to all health & safety procedures.
• Maintain a neat and clean personal appearance and adhere to the hotels wardrobe and grooming standards.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition of the ones stated, in a reasonable framework.
• Be a \"brand ambassador\" at all times and ensure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission and core values at all times.