A Reservations Agent at Waldorf Astoria Dubai International Financial Centre,
a Forbes Five-Star Luxury Hotel, is responsible for delivering exceptional
service by handling all reservation requests in a professional, courteous,
and efficient manner. The role contributes to maximizing room revenue
and occupancy while ensuring that all guest interactions reflect the highest
standards of True Waldorf Service. The Reservations Agent serves as a key point
of contact for guests and partners, ensuring accuracy, efficiency, and
a seamless pre-arrival experience.
What are we looking
for?
A Reservations Agent serving Waldorf Astoria Dubai
International Financial Centre is always working on behalf of our Guests
and working with other Team Members. To successfully fill this role, you
should possess the following skills
and characteristics:
• Previous experience working
as a Reservations Agent in a Luxury Hotel.
• A passion
for delivering great customer service
• A highly
professional telephone manner and excellent communication
skills
• Outstanding administration and organizational
skills
• Very good computer proficiency
It
would be advantageous in this position for you to demonstrate the following
capabilities:
• OnQ
experience
• Forbes Five-Star standards
knowledge
What will it be like to work for Waldorf Astoria Hotels
& Resorts?
Waldorf Astoria provides guests the exceptional
environment and the personalised attention of True Waldorf Service that creates
a singular experience. If you understand the value of personalised attention
and know how to treat even the most extraordinarily different experiences
with the same rich level of customer service, you may just be the person we
are looking for!
What are we looking for?
A
Reservations Agent serving Waldorf Astoria Dubai International Financial Centre
is always working on behalf of our Guests and working with other Team Members.
To successfully fill this role, you should possess the following skills
and characteristics:
• Previous experience working
as a Reservations Agent in a Luxury Hotel.
• A passion
for delivering great customer service
• A highly
professional telephone manner and excellent communication
skills
• Outstanding administration and organizational
skills
• Very good computer proficiency
It
would be advantageous in this position for you to demonstrate the following
capabilities:
• OnQ
experience
• Forbes Five-Star standards
knowledge
What will it be like to work for Waldorf Astoria Hotels
& Resorts?
Waldorf Astoria provides guests the exceptional
environment and the personalised attention of True Waldorf Service that creates
a singular experience. If you understand the value of personalised attention
and know how to treat even the most extraordinarily different experiences
with the same rich level of customer service, you may just be the person we
are looking for!
What are we looking for?
A
Reservations Agent serving Waldorf Astoria Dubai International Financial Centre
is always working on behalf of our Guests and working with other Team Members.
To successfully fill this role, you should possess the following skills
and characteristics:
• Previous experience working
as a Reservations Agent in a Luxury Hotel.
• A passion
for delivering great customer service
• A highly
professional telephone manner and excellent communication
skills
• Outstanding administration and organizational
skills
• Very good computer proficiency
It
would be advantageous in this position for you to demonstrate the following
capabilities:
• OnQ
experience
• Forbes Five-Star standards
knowledge
What will it be like to work for Waldorf Astoria Hotels
& Resorts?
Waldorf Astoria provides guests the exceptional
environment and the personalised attention of True Waldorf Service that creates
a singular experience. If you understand the value of personalised attention
and know how to treat even the most extraordinarily different experiences
with the same rich level of customer service, you may just be the person we
are looking for!
What will I be doing?
As
a Reservations Agent at Waldorf Astoria Dubai International Financial Centre,
you will serve as the first line of inquiry for room reservations and incoming
guest calls within the hotel. A Reservations Agent is responsible for offering
guest Forbes standards service, options and other solutions to meet Guest's
needs.
Specifically, you will perform the following tasks to the highest
standards:
• Respond promptly and professionally
to reservation requests received via telephone, email, or central reservation
systems, ensuring accuracy and efficiency.
• Ensure
correspondence shared with the guest or company, has clear understanding of
the rate and correct SRP is attached when confirming the same. TWS procedure
should be followed.
• Provide courteous and efficient
assistance to guests and internal departments, resolving queries in a timely
manner.
• Verify billing instructions, LPOs,
and payment methods to ensure accuracy prior to guest
arrival.
• Accept and deliver all messages correctly
and promptly for guests and share with relevant
department
• Maintain accurate and up-to-date
reservation records in the system at all
times.
• Demonstrate comprehensive knowledge of hotel
facilities, services, room categories, promotions, and packages, using upselling
techniques to maximize revenue.
• Deliver True Waldorf
Service in all internal and external guest interactions, ensuring
professionalism, personalization, and attention
to detail.
• Ensure all guest communications,
including emails and calls, are responded to within established service level
standards. Emails should be answered no longer than 30 mins or 1
hour.
• Communicate effectively with Front
Office and other departments regarding guest preferences, special requests,
and pre-arrival arrangements to ensure a seamless guest
experience.
• Highlight guest preferences, special
occasions, VIP status, and important details to relevant departments prior
to arrival and highlighting in-house offers and promotions to our all
guests.
• Ensure timely and accurate handover
of pending tasks and guest requests between shifts and handle emergency calls
immediately and relay comprehensive and accurate information
as required.
• Assist with preparation
of arrival reports, pre-arrival planning, and other administrative tasks
as required.
• Handle guest concerns professionally,
escalating issues where necessary and supporting investigations when
required.
• Maintain confidentiality of guest
information and comply with hotel policies
and procedures.
• Support the Reservations team
and other departments as needed to ensure smooth daily
operations.
• Proper handover should be shared within
the team.
• Share all email communications promptly
within the department, maintaining the highest standards of professionalism
and decorum at all times.
• Share pre-arrival
information to all departments about guest details to ensure TWS is shared upon
check-in.
• Last minute request – Ensure all
the relevant department need to be aware about the guest – rather placing last
minute trace.
• Provide assistance to senior
colleagues in investigations, facilitating a deeper understanding of guest
concerns and the corresponding operational
logs.
• Additional duties may include preparing
the list of expected arrivals for the front office, assisting in preregistration
activities when appropriate, and processing advance reservation
deposits.
