Cluster Reservations Agent

Overview

At Rosewood AMAALA & Rosewood Red Sea, the Cluster Reservations Agent acts as the primary point of contact for guests, travel partners, and clients, ensuring a smooth and luxurious experience from the initial interaction. Embracing Rosewood’s A Sense of Place® philosophy, this role focuses on delivering tailored, attentive, and proactive service in line with the brand's ultra-luxury hospitality standards. Working within a dynamic cluster environment, the agent manages room inventory, processes reservations, and seeks to enhance revenue across multiple upscale properties.

Key Responsibilities

• Promptly and accurately handle all reservation requests, modifications, and cancellations via phone, email, or global distribution systems.
• Employ luxury sales strategies to promote upscale accommodations, resort experiences, and improve Average Daily Rate (ADR) and overall revenue.
• Maintain expert knowledge of room types, villa layouts, views, amenities, pricing, packages, and services offered across the cluster properties.
• Update guest profiles with precise billing information and personalized preferences to ensure a bespoke stay.
• Serve as a brand ambassador, engaging with potential guests to understand their needs and customize their stay.
• Share enticing stories about the destination, wellness initiatives, and unique resort features to build anticipation before arrival.
• Collaborate closely with Front Office, Butler Service, and Guest Relations for smooth communication of special requests and VIP arrivals.
• Work alongside Revenue Management and Distribution teams to implement tactical promotions and manage group bookings effectively.
• Assist in auditing reservation entries for compliance with financial policies, credit card processing, and deposits.
• Take part in pre-opening activities including system testing, SOP development, and reservation simulations.
• Support onboarding and training of new reservation staff within the cluster.
• Aid in building and maintaining PMS and CRS databases during pre-opening phases.

Qualifications & Experience

• At least 2 years’ experience in Reservations, Front Office, or Guest Relations at luxury hotels, ultra-luxury resorts, or premium hospitality settings.
• Diploma or bachelor's degree in hospitality management, business administration, or a related discipline.
• Proficiency with property management systems, specifically Opera Cloud and Central Reservation Systems.
• Excellent spoken and written English communication skills; fluency in Arabic or additional languages is highly advantageous.
• Strong active listening and interpersonal skills over phone and email communications.
• Exceptional attention to detail, administrative precision, and organizational ability.
• Capability to perform effectively under pressure in a fast-paced environment, managing multiple priorities.
• Commercially aware with a sales-oriented approach.