RESERVATIONS AND SERVICE CENTER AGENT

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.

You will be part of the Reservations team, supporting the smooth coordination of guest room bookings and ensuring exceptional service across all guest touchpoints. Reporting to the Reservations Manager, you will collaborate closely with Front Office, Sales, Spa, and Food & Beverage teams to deliver seamless communication and outstanding service to every caller and guest.

As a Reservations Agent, you play a vital role in shaping the first impression of our guests. You will be responsible for handling room bookings, inquiries, changes, and cancellations with the highest level of courtesy and professionalism. Your expertise ensures accuracy in reservations, promotes our hotel offerings, and supports key departments by maintaining up-to-date knowledge of room availability, hotel services, and ongoing promotions. Through your hospitality, you contribute to the overall success of Rosewood by creating effortless, memorable experiences from the very first interaction.

• Handle incoming and outgoing calls promptly, pleasantly, and professionally, routing them as needed.
• Provide general information about hotel facilities, including Spa and F&B, using the switchboard and reservations systems.
• Process room reservations via phone, email, and other reservation channels.
• Maintain up-to-date knowledge of room types, availability, rates, packages, promotions, and restrictions.
• Assist the Sales team with group reservations and special arrangements.
• Accept and place wake-up calls for in-house guests and support guest inquiries with accuracy and efficiency.
  

• You bring at least one year of experience in reservations or a similar role within a luxury hotel environment.
• You have strong attention to detail, work accurately at speed, and handle multiple priorities with ease.
• You think clearly under pressure, resolve issues with good judgment, and communicate with warmth and professionalism.
• You are skilled at working both independently and collaboratively as part of a cohesive team.
• You are experienced with Opera and confident in using hotel reservation systems to retrieve and input information.
• You are fluent in English (spoken and written), with Arabic as an added advantage.
  

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.