Reservations Agent at Waldorf Astoria Dubai International Financial Centre

Role Overview

Reservations Agent at Waldorf Astoria Dubai International Financial Centre, a Forbes Five-Star Luxury Hotel, operated by Hilton.

Company Overview

Waldorf Astoria Hotels & Resorts provides guests an exceptional environment and personalised attention of True Waldorf Service that creates a singular experience. The hotel is located in Dubai International Financial Centre.

Role Purpose

To deliver exceptional service by handling all reservation requests in a professional, courteous, and efficient manner. The role maximizes room revenue and occupancy while ensuring all guest interactions reflect the highest standards of True Waldorf Service and serves as a key point of contact for guests and partners, ensuring accuracy, efficiency, and a seamless pre-arrival experience.

Key Responsibilities

Reservation Processing

• Respond promptly and professionally to reservation requests received via telephone, email, or central reservation systems, ensuring accuracy and efficiency.
• Maintain accurate and up-to-date reservation records in the system at all times.
• Ensure correspondence shared with the guest or company has clear understanding of the rate and correct SRP is attached when confirming, following TWS procedure.
• 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 departments.
• Provide assistance to senior colleagues in investigations, facilitating a deeper understanding of guest concerns and the corresponding operational logs.

Guest Communication & Service

• Provide courteous and efficient assistance to guests and internal departments, resolving queries in a timely manner.
• 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 answered no longer than 30 minutes 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.
• Handle guest concerns professionally, escalating issues where necessary and supporting investigations when required.

Revenue & Upselling

• Demonstrate comprehensive knowledge of hotel facilities, services, room categories, promotions, and packages, using upselling techniques to maximize revenue.
• Offer guests Forbes standards service, options and other solutions to meet guest needs.
• Highlight in-house offers and promotions to all guests.

Pre-Arrival Coordination

• Highlight guest preferences, special occasions, VIP status, and important details to relevant departments prior to arrival.
• Share pre-arrival information to all departments about guest details to ensure True Waldorf Service is shared upon check-in.
• Ensure all relevant departments are aware of last-minute guest requests rather than placing last-minute trace.
• Assist with preparation of arrival reports and pre-arrival planning.
• Prepare the list of expected arrivals for the front office.
• Assist in preregistration activities when appropriate.

Operational Support

• Ensure timely and accurate handover of pending tasks and guest requests between shifts.
• Handle emergency calls immediately and relay comprehensive and accurate information as required.
• 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.
• Support the Reservations team and other departments as needed to ensure smooth daily operations.
• Process advance reservation deposits.
• Maintain confidentiality of guest information and comply with hotel policies and procedures.

Qualifications & Experience

• Previous experience working as a Reservations Agent in a Luxury Hotel.
• Advantageous: Knowledge of Forbes Five-Star standards.

Skills & Competencies

• Passion for delivering great customer service.
• Highly professional telephone manner and excellent communication skills.
• Outstanding administration and organizational skills.
• Very good computer proficiency.
• Advantageous: OnQ experience.

Additional Information

The role requires understanding the value of personalised attention and the ability to treat even the most extraordinarily different experiences with a rich level of customer service consistent with True Waldorf Service standards.