Reservations Agent - Waldorf Astoria Ras Al Khaimah

Job Description - Reservations Agent - Waldorf Astoria Ras Al Khaimah (HOT0C4AE
) Job Number: HOT0C4AE
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; and therefore, must offer an excellent service and influence the Guest decision to stay at the property.

As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is 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:

• Responding to all enquiries in a highly professional & personalized manner.
• Offering the most suitable room types and curating the experience based on guest preference.
• Answering both internal and external calls as per Brand standard and FORBES.
• Knowing and describing the booking terms and policies for various packages.
• Ensuring all reservation requests are processed with quality and that all information obtained is updated and shared with relevant departments.
• Handling modification or cancellation enquiries from guests and partners.
• Building and maintaining strong relationships with partners, regular bookers, and repeaters.
• Performing quality checks on arrivals and reservations entered the previous day to ensure all necessary information—billing, VIP levels, preferences, etc.—are updated as per standard.
• Upselling higher room types.
• Reviewing No-show and late cancellation and taking appropriate action. Understanding business trends and taking calculated risks when required.
• Handling all incoming emails related to reservation promptly as per standard response time.
• Staying up to date with ongoing promotions and hotel offerings to provide accurate and efficient information to guests.
• Keeping records of all reservation correspondence including complimentary/house use forms, LPOs, voucher stays, etc.
• Following up on prepayment requirements for reservations requiring advance deposits or travel agent reservations with cash payment basis.
• Resolving guest issues and acting as point of contact. Escalating when needed immediately.
• Working closely with the commercial team and participating in business meetings whenever needed.
• Handling group reservations (if applicable) including creation of SRPs, group master, rooming list, building package.
• Having brief understanding of package elements and distributions.
• Collaborating with other departments including Front Office, Commercial, and Finance.
• Maintaining open communication with the Reservations Manager and proactively highlighting any operational challenge, guest complaints, or initiatives.

A Reservations Agent serving Hilton brands is always working on behalf of our Guests and working 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.

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 travelers 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!