Summary
Hilton is hiring a Reservations Agent for Waldorf Astoria Dubai International Financial Centre in Dubai. The role handles room reservation requests and guest enquiries by phone, email and reservation systems, maintains accurate records, and coordinates guest preferences and pre-arrival arrangements with hotel teams. Duties also include verifying billing and payment details, managing guest concerns, and using upselling techniques. Previous Reservations Agent experience in a luxury hotel, strong communication and administrative skills, and computer proficiency are requested; OnQ experience is advantageous.
The posting
As published on hilton.com. Pulled from the employer's site and shown as they wrote it.
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.
Responsibilities
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.
• Assist with preparation of arrival reports, pre-arrival planning, and other administrative tasks as required.
• Handle guest concerns professionally, escalating issues where necessary and supporting investigations when required.
• Maintain confidentiality of guest information and comply with hotel policies and procedures.
• Support the Reservations team and other departments as needed to ensure smooth daily operations.
• 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.
• Share pre-arrival information to all departments about guest details to ensure TWS is shared upon check-in.
• Last minute request – Ensure all the relevant department need to be aware about the guest – rather placing last minute trace.
• Provide assistance to senior colleagues in investigations, facilitating a deeper understanding of guest concerns and the corresponding operational logs.
• Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.
Qualifications
What are we looking for?
A Reservations Agent serving Waldorf Astoria Dubai International Financial Centre is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should possess the following skills and characteristics:
• Previous experience working as a Reservations Agent in a Luxury Hotel.
• A passion for delivering great customer service
• A highly professional telephone manner and excellent communication skills
• Outstanding administration and organizational skills
• Very good computer proficiency
It would be advantageous in this position for you to demonstrate the following capabilities:
• OnQ experience
• Forbes Five-Star standards knowledge
What will it be like to work for Waldorf Astoria Hotels & Resorts?
Waldorf Astoria provides guests the exceptional environment and the personalised attention of True Waldorf Service that creates a singular experience. If you understand the value of personalised attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!