Reservations Agent - Waldorf Astoria Ras Al Khaimah

Job Description - Reservations Agent - Waldorf Astoria Ras Al Khaimah (HOT0B86F)

Job Number:

HOT0B86F

Work Locations

Waldorf Astoria Ras Al Khaimah, Vienna Street, Ras Al Khaimah 99999

A Reservations Agent will serve as the main contact for room reservations at the hotel; therefore, must offer excellent service and influence the Guest's decision to stay at the property.

What will I be doing?

As a Reservations Agent, you will serve as the first line of inquiry for room reservations within the hotel. You will be responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:

• Respond to all enquiries in a highly professional & personalized manner.
• Offer the most suitable room types and curate the experience based on guest preferences.
• Answer both internal and external calls as per Brand standards and FORBES.
• Know and describe the booking terms and policies for various packages.
• Ensure that all reservation requests are processed with quality, and 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, and repeat guests.
• Perform quality checks on arrivals and reservations entered the previous day to ensure that all necessary information, including billing, VIP levels, and preferences, is updated as per standards.
• Upsell higher room types.
• Review no-show and late cancellation cases and take action accordingly. Understand 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 to provide accurate and efficient information to guests.
• Record all reservations correspondence, including complimentary/House Use Forms, LPOs, Voucher stays, etc.
• Follow up on payments for reservations that require prepayments, e.g., advance deposits, travel agent reservations with cash payment basis.
• Resolve guest issues and act as a point of contact. In case of escalation needed, it should be done 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 list, and package build.
• Have a brief understanding and process of package elements and distributions.
• Collaborate with other departments including Front Office, Commercial, and Finance.
• Keep open communication with the Reservations Manager and proactively highlight any operational challenges, guest complaints, and initiatives.

What are we looking for?

A Reservations Agent serving Hilton brands is always working on behalf of our Guests and collaborating with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• A highly professional telephone manner and excellent communication skills.
• Outstanding administration and organizational skills.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a Reservations environment.
• Tertiary qualifications or other collegiate-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