Reservations Agent at Waldorf Astoria Dubai International Financial Centre

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 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.