Reservations & Service Center Agent

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.

As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

The Reservations & Service Center team at Rosewood Abu Dhabi is at the heart of the guest journey, creating memorable first impressions and delivering seamless communication throughout every stay. The team plays a critical role in maximizing revenue opportunities, coordinating guest requests, and ensuring exceptional service standards across all guest touchpoints.

As a Reservations & Service Center Agent, you will report to the Reservations & Service Center Supervisor and work closely with Front Office, Revenue Management, Sales & Marketing, Food & Beverage, Housekeeping, and other operational teams to deliver personalized and efficient service.

As a Reservations & Service Center Agent, you will serve as the primary point of contact for guests seeking information, reservations, and assistance before and during their stay. You will manage accommodation reservations, handle guest communications, coordinate service requests, and act as a key liaison between guests and hotel departments.

Through your product knowledge, attention to detail, and commitment to exceptional hospitality, you will contribute to guest satisfaction, operational efficiency, and revenue optimization while consistently delivering experiences that reflect Rosewood's luxury standards.

• Handle accommodation reservations, modifications, cancellations, and guest inquiries while maximizing room revenue opportunities
• Deliver exceptional guest service through telephone, email, WhatsApp, and other communication channels in accordance with Rosewood, Forbes, and LQA standards
• Coordinate guest requests and service recovery efforts with relevant hotel departments to ensure seamless guest experiences
• Maintain accurate reservation records, guest profiles, billing instructions, and special requests within hotel systems
• Support Service Center operations by managing guest communications, wake-up calls, restaurant reservations, and internal service requests
• Collaborate with Revenue Management, Sales, Front Office, and Finance teams to ensure accurate booking management and revenue optimization
  

• You have experience in reservations, call center operations, guest services, or a customer-facing role within the hospitality industry
• You are passionate about creating memorable guest experiences through personalized service and effective communication
• You possess excellent telephone etiquette and written communication skills with a strong attention to detail
• You are highly organized, able to multitask effectively, and perform well in a fast-paced environment
• You are comfortable using reservation systems, property management systems, and hospitality technology platforms
• You have a strong understanding of upselling opportunities and revenue-enhancing practices
• You communicate fluently in English; additional language skills are highly valued
  

As part of our team, you'll enjoy a thoughtfully designed benefits package that supports your wellbeing, professional growth, and life beyond work. This includes medical coverage, paid time off, complimentary room nights, learning and development opportunities, global career opportunities, and industry-leading paid parental leave supporting eligible associates across all paths to parenthood.

At Rosewood Hotel Group, your voice is heard and valued. We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitment to reflect and honor the history, culture, and geography of our destinations.

We are committed to building meaningful relationships, celebrating diversity, and fostering an environment where everyone can thrive through our Diversity, Equity & Inclusion (DEI) strategy.