Reservations Agent

About the Role

The Reservations Agent position is based on Yas Island, Abu Dhabi, and involves handling all reservation requests via phone, fax, or mail. The agent evaluates guest needs to determine the appropriate room type and confirms availability and rates accordingly.

Key Responsibilities

• Manage reservation requests, changes, and cancellations professionally.
• Identify guest accommodation needs and assign suitable room types.
• Verify room availability and rates, explaining guarantee policies, special rates, and cancellation conditions.
• Record and accommodate special guest requests.
• Provide clear information about hotel facilities, room options, and services.
• Utilize sales techniques to optimize revenue opportunities.
• Enter and retrieve data accurately in the reservation system, ensuring correct coding for special room types like complimentary stays, employee discounts, or travel agent rates.
• Escalate customer concerns following proper procedures.
• Maintain professionalism with personal appearance and confidentiality of guest and company information.
• Deliver courteous guest service, including welcoming guests, anticipating their needs, and assisting guests with disabilities.
• Use professional communication standards including telephone etiquette.
• Collaborate positively within the team to achieve common objectives.
• Adhere to quality assurance standards.
• Be capable of light physical tasks such as moving items weighing up to 10 pounds.
• Perform additional duties as assigned by supervisors.

Qualifications and Experience

• High school diploma or equivalent (G.E.D.).
• No prior related work or supervisory experience required.
• No licensing or certifications necessary.

Additional Information

W Hotels is committed to equal opportunity employment and respects diversity among its associates, prohibiting discrimination based on disability, veteran status, or other legally protected categories. The company fosters a culture that inspires innovation, curiosity, and delivering exceptional guest experiences. Joining W Hotels means being part of a global Marriott International brand portfolio, with opportunities for personal and professional growth.