Reservations & Service Center Agent
Role Overview
The role sits within the Rooms Division and supports the guest journey before arrival and throughout the stay.
Works with Reservations, Front Office, Revenue, Sales & Marketing, Finance, and Guest Services, reporting to Reservations and Service Center leadership.
Key Skills for This Role
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Purpose and culture
Rosewood Hotel Group aims to create a future where people and place enrich one another and to set benchmarks for positive impact.
The group describes its work as curating extraordinary moments and honoring the character of each place.
The team
The role sits within the Rooms Division and supports the guest journey before arrival and throughout the stay.
Works with Reservations, Front Office, Revenue, Sales & Marketing, Finance, and Guest Services, reporting to Reservations and Service Center leadership.
Role responsibilities
- Handle reservations, inquiries, and service requests across phone, email, and digital channels.
- Manage room bookings, changes, cancellations, and special requests accurately.
- Support revenue through upselling, inventory management, and revenue management principles.
- Coordinate guest preferences, arrival arrangements, transportation, and special occasions with relevant departments.
- Manage restaurant reservations and inquiries in coordination with dining outlets.
- Process in-house guest requests in hotel systems and follow through to completion and guest satisfaction.
Candidate profile
- Experience delivering guest service in luxury hospitality, reservations, front office, or a customer contact center environment.
- Confident communicator who builds rapport with warmth, professionalism, and discretion.
- Strong attention to detail, accurate recordkeeping, and ability to manage multiple priorities.
- Commercially minded and interested in enhancing guest experience while maximizing revenue.
- Able to thrive in a fast-paced environment, remain calm under pressure, and use sound judgment.
- Comfortable with hotel systems and technology and willing to learn new tools and processes.
Benefits
- Benefits include medical coverage, retirement benefits, paid time off, complimentary room nights, and learning and development opportunities.
- The package also includes global career opportunities and paid parental leave for eligible associates.
Commitment to associates
Rosewood says it values associates' voices and encourages people to be themselves.
The group emphasizes relationships and honoring the history, culture, and geography of its destinations.
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