RWAML - Cluster Reservations Agent

Rosewood Hotel Group; Saudi Arabia; On-site; SAR 40,000 - 60,000; Full time

Job summary

Rosewood Hotel Group is seeking a Cluster Reservations Agent who will serve as the first point of contact for guests and partners. The role involves managing reservations and ensuring luxurious experiences. Candidates should have a minimum of 2 years’ experience in luxury hospitality and proficiency in Opera Cloud.

The position is based in Saudi Arabia and requires excellent communication skills, with a preference for Arabic fluency. The role includes engaging with future guests and supporting reservation processes effectively.

Qualifications

• Minimum 2 years of experience in luxury hotel Reservations, Front Office, or Guest Relations.
• Proficient in property management systems, especially Opera Cloud and CRS.
• Strong commercial awareness with a sales-driven mindset.

Responsibilities

• Process reservation requests, changes, and cancellations via phone and email.
• Apply sales techniques to maximize revenue and promote resort experiences.
• Maintain guest profiles with accurate billing information and preferences.
• Participate in pre-opening system testing and SOP development.

Skills

Luxury sales techniques

Active listening

Attention to detail

Organizational skills

Communication skills in English

Fluency in Arabic

Education

Diploma or bachelor’s degree in hospitality management

Tools

Opera Cloud

Central Reservation Systems (CRS)

Job description

OVERVIEW

At Rosewood AMAALA & Rosewood Red Sea, the Cluster Reservations Agent serves as the initial point of contact for guests, travel partners, and clients, crafting a seamless and luxurious journey from the very first interaction. Operating within a dynamic cluster environment, this position manages room inventory, processes reservations, and maximizes revenue opportunities across multiple luxury properties.

KEY RESPONSIBILITIES

• Process all reservation requests, changes, and cancellations received via phone, email, or global distribution systems (GDS) promptly and accurately.
• Apply luxury sales techniques to upscale accommodations, promote resort experiences, and maximize Average Daily Rate (ADR) and revenue.
• Maintain an in-depth, expert knowledge of room categories, villa layouts, views, amenities, rates, packages, and resort services across the cluster properties.
• Ensure all guest profiles are meticulously updated with precise details, billing information, and specific preferences to guarantee a personalized stay.
• Act as a brand ambassador, engaging with future guests to understand their unique needs and tailor their stay accordingly.
• Share compelling stories about the destination, wellness concepts, and unique resort offerings to build excitement prior to the guest's arrival.
• Coordinate closely with Front Office, Butler Service, and Guest Relations teams to ensure seamless communication of special requests and VIP arrivals.
• Align closely with the Revenue Management and Distribution teams to execute tactical promotions and group bookings effectively.
• Assist in auditing reservation entries to ensure complete compliance with financial policies, credit card routing, and deposit structures.
• Participate actively in pre-opening system testing, standard operating procedure (SOP) development, and reservation simulations.
• Support the onboarding and training of new reservation associates within the cluster environment.
• Assist in building and maintaining the Property Management System (PMS) and Central Reservation System (CRS) databases during the pre-opening phase.

QUALIFICATIONS & EXPERIENCE

• Experience: Minimum 2 years of experience in Reservations, Front Office, or Guest Relations within luxury hotels, ultra-luxury resorts, or high-end hospitality environments.
• Education: Diploma or bachelor’s degree in hospitality management, Business Administration, or a related field.
• Technical Skills: Proficiency in property management systems, specifically Opera Cloud and Central Reservation Systems (CRS).
• Language Skills: Excellent verbal and written communication skills in English; fluency in Arabic or other languages is highly preferred.
• Competencies: Strong active listening skills with a natural ability to build rapport over the phone and via email. Exceptional attention to detail, administrative accuracy, and organization. Proven ability to work under pressure in a fast-paced environment and manage multiple tasks simultaneously. Commercial awareness with a sales-driven mindset.