Reservations Agent

Reservations Agent - Waldorf Astoria Ras Al Khaimah Job Description A Reservations Agent will serve as the main contact for room reservations at the hotel; and therefore must offer excellent service and influence the guests’ decision to stay at the property. What will I be doing? Responsibilities - Responding to all enquiries in a highly professional & personalized manner. - Offer the most suitable room types and curate the experience based on guest preference. - Answer internal and external calls as per brand standard and FORBES. - Know and be able to describe the booking terms and policies for various packages. - Ensure that all reservation requests are processed with quality and that all information obtained is updated and shared with relevant departments. - Handle modification or cancellation enquiries from guests and partners. - Build and maintain strong relationships with partners, regular bookers, repeaters. - Perform quality checks on arrivals and reservations entered the previous day to ensure that all necessary information— including billing, VIP levels, preferences, and act updates— is as per standard. - Upsell higher room types. - Review no‑show and late cancellations and act accordingly. Understand the business trends and take calculated risks when required. - Handle all incoming emails related to reservations promptly as per standard response time. - Maintain up‑to‑date knowledge about ongoing promotions and hotel offerings and provide accurate, efficient information to guests. - Keep records of all reservation correspondence including complimentary / house‑use forms, LPOs, voucher stays, etc. - Follow‑up payments for reservations that require prepayment, e.g., advance deposits, travel agent reservations with cash payment basis. - Resolve guest issues and act as the point of contact. If escalation is needed, handle it immediately. - Work closely with the commercial team and participate in business meetings whenever needed. - Handle group reservations (if applicable), including creation of SRPs, group master, rooming lists, and building packages. - Have a brief understanding of package elements and distributions. - Collaborate with other departments including front office, commercial, and finance. - Maintain open communication with the Reservations Manager and proactively highlight any operational challenges, guest complaints, or initiatives. What are we looking for? Skills - A passion for delivering great customer service. - A highly professional telephone manner and excellent communication skills. - Outstanding administration and organizational skills. - Intermediate computer proficiency. It would be advantageous to demonstrate the following capabilities and distinctions: - Previous experience in a reservations environment. - Tertiary qualifications or other college‑level degree. What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing team members are at the heart of it all Work Locations Waldorf Astoria Ras Al Khaimah Schedule Full‑time Brand Waldorf Astoria Hotels & Resorts Job Call Center and Reservations Job Details Role Level: Entry‑Level Work Type: Full‑Time Country: United Arab Emirates City: Ras Al Khaimah Company Website: http://stories.hilton.com Job Function: Others Company Industry: Hospitality #J-18808-Ljbffr