Reservations Agent at Waldorf Astoria Ras Al Khaimah

Job Overview

Join the Waldorf Astoria Ras Al Khaimah as a Reservations Agent where your role is to deliver exceptional hospitality by managing guest inquiries and booking processes with professionalism and personalized service.

Primary Duties

• Respond promptly and courteously to all reservation inquiries, tailoring responses to meet guest preferences.
• Recommend appropriate room types and craft guest experiences based on their individual needs.
• Handle internal and external calls following brand and Forbes standards.
• Explain booking terms and policies for multiple packages clearly to guests.
• Ensure all reservation requests are accurately processed, with relevant details communicated to necessary departments.
• Manage requests for modifications or cancellations from guests and partners.
• Establish and maintain strong connections with partners, frequent bookers, and returning guests.
• Conduct quality checks on recent reservations and arrivals to confirm accurate billing, VIP status, and preferences are updated according to standards.
• Promote upgrades to higher room categories where appropriate.
• Review and manage no-shows and late cancellations, making informed decisions based on business trends.
• Respond quickly to all reservation-related emails, maintaining standard response times.
• Keep current with promotions and hotel offerings to provide precise information.
• Maintain records of all correspondence, including complimentary stays, LPOs, and vouchers.
• Follow up on payments requiring prepayment, such as advance deposits and travel agent cash payments.
• Resolve guest issues and serve as a primary point of contact, escalating concerns promptly as necessary.
• Collaborate with the commercial team and attend business meetings as required.
• Handle group bookings, including creating SRPs, managing group masters, preparing room lists, and assembling packages.
• Understand and assist in processing package components and their distribution.
• Communicate openly with departments such as Front Office, Commercial, and Finance for smooth operations.
• Report any operational challenges or guest concerns proactively to the Reservations Manager.

Supportive Tasks

• Assist with additional administrative duties as assigned.
• Prepare and submit reports when needed.
• Participate in training sessions and meetings as directed.

Qualifications

• Proficient English communication skills, including reading, listening, and speaking.
• Capable of operating moderately complex computer systems for accurate data input and retrieval.
• Skilled in managing customer interactions that require patience, tact, and diplomacy, providing empathetic and effective solutions.

About Waldorf Astoria & Hilton

As part of Hilton's globally recognized hospitality brands, Waldorf Astoria upholds a commitment to exceptional guest experiences and a workplace culture recognized among the world's best. With over 3 billion guests served worldwide, the organization creates an inspiring environment for employees to start or grow their careers.

Additional Information

This position is based in Ras Al Khaimah, United Arab Emirates, and is a full-time, onsite opportunity. The role does not specify salary details or number of vacancies.