Cluster Reservations Agent

OVERVIEW At Rosewood AMAALA & Rosewood Red Sea, the Cluster Reservations Agent serves as the initial point of contact for guests, travel partners, and clients, crafting a seamless and luxurious journey from the very first interaction. In alignment with Rosewood’s A Sense of Place® philosophy, this role is dedicated to delivering bespoke, attentive, and anticipatory service that reflects the ultra-luxury hospitality standards of the brand. Operating within a dynamic cluster environment, this position manages room inventory, processes reservations, and maximizes revenue opportunities across multiple luxury properties. The Cluster Reservations Agent blends exceptional communication skills with commercial acumen to handle inquiries, personalize guest itineraries, and convert leads into confirmed bookings while maintaining absolute accuracy in data management. KEY RESPONSIBILITIES • Process all reservation requests, changes, and cancellations received via phone, email, or global distribution systems (GDS) promptly and accurately. • Apply luxury sales techniques to upscale accommodations, promote resort experiences, and maximize Average Daily Rate (ADR) and revenue. • Maintain an in-depth, expert knowledge of room categories, villa layouts, views, amenities, rates, packages, and resort services across the cluster properties. • Ensure all guest profiles are meticulously updated with precise details, billing information, and specific preferences to guarantee a personalized stay. • Act as a brand ambassador, engaging with future guests to understand their unique needs and tailor their stay accordingly. • Share compelling stories about the destination, wellness concepts, and unique resort offerings to build excitement prior to the guest's arrival. • Coordinate closely with Front Office, Butler Service, and Guest Relations teams to ensure seamless communication of special requests and VIP arrivals. • Align closely with the Revenue Management and Distribution teams to execute tactical promotions and group bookings effectively. • Assist in auditing reservation entries to ensure complete compliance with financial policies, credit card routing, and deposit structures. • Participate actively in pre-opening system testing, standard operating procedure (SOP) development, and reservation simulations. • Support the onboarding and training of new reservation associates within the cluster environment. • Assist in building and maintaining the Property Management System (PMS) and Central Reservation System (CRS) databases during the pre-opening phase. QUALIFICATIONS & EXPERIENCE • Experience: Minimum 2 years of experience in Reservations, Front Office, or Guest Relations within luxury hotels, ultra-luxury resorts, or high-end hospitality environments. • Education: Diploma or bachelor’s degree in hospitality management, Business Administration, or a related field. • Technical Skills: Proficiency in property management systems, specifically Opera Cloud and Central Reservation Systems (CRS). • Language Skills: Excellent verbal and written communication skills in English; fluency in Arabic or other languages is highly preferred. • Competencies: Strong active listening skills with a natural ability to build rapport over the phone and via email. Exceptional attention to detail, administrative accuracy, and organization. Proven ability to work under pressure in a fast-paced environment and manage multiple tasks simultaneously. Commercial awareness with a sales-driven mindset.

Experience: Minimum 2 years of experience in Reservations, Front Office, or Guest Relations within luxury hotels, ultra-luxury resorts, or high-end hospitality environments. Education: Diploma or bachelor’s degree in hospitality management, Business Administration, or a related field. Technical Skills: Proficiency in property management systems, specifically Opera Cloud and Central Reservation Systems (CRS). Language Skills: Excellent verbal and written communication skills in English; fluency in Arabic or other languages is highly preferred. Competencies: Strong active listening skills with a natural ability to build rapport over the phone and via email. Exceptional attention to detail, administrative accuracy, and organization. Proven ability to work under pressure in a fast-paced environment and manage multiple tasks simultaneously. Commercial awareness with a sales-driven mindset.

Process all reservation requests, changes, and cancellations received via phone, email, or global distribution systems (GDS) promptly and accurately. Apply luxury sales techniques to upscale accommodations, promote resort experiences, and maximize Average Daily Rate (ADR) and revenue. Maintain an in-depth, expert knowledge of room categories, villa layouts, views, amenities, rates, packages, and resort services across the cluster properties. Ensure all guest profiles are meticulously updated with precise details, billing information, and specific preferences to guarantee a personalized stay. Act as a brand ambassador, engaging with future guests to understand their unique needs and tailor their stay accordingly. Share compelling stories about the destination, wellness concepts, and unique resort offerings to build excitement prior to the guest's arrival. Coordinate closely with Front Office, Butler Service, and Guest Relations teams to ensure seamless communication of special requests and VIP arrivals. Align closely with the Revenue Management and Distribution teams to execute tactical promotions and group bookings effectively. Assist in auditing reservation entries to ensure complete compliance with financial policies, credit card routing, and deposit structures. Participate actively in pre-opening system testing, standard operating procedure (SOP) development, and reservation simulations. Support the onboarding and training of new reservation associates within the cluster environment. Assist in building and maintaining the Property Management System (PMS) and Central Reservation System (CRS) databases during the pre-opening phase.