Reservations Agent (m/f/d)

OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

YOUR ROLE

As our Reservations Agent , you will be the first point of contact for guests seeking exceptional experiences at our hotel. Through engaging and personalized interactions, you will convert reservation inquiries into confirmed bookings while delivering the highest standards of service. You will ensure all reservations are handled accurately and efficiently, maintaining up-to-date guest information and supporting a seamless journey from booking to arrival.

HOW YOU’LL MAKE THE PLACE

• Respond to all reservation inquiries in a professional, engaging, and personalized manner, maximizing conversion opportunities and revenue.
• Apply the hotel's sales strategies to effectively promote room categories, packages, and hotel experiences.
• Handle reservation requests via telephone, email, and other communication channels with efficiency and attention to detail.
• Accurately create, modify, and maintain reservations within the property management system.
• Ensure all reservation documentation, confirmations, and administrative processes are completed correctly and in a timely manner.
• Serve as the primary point of contact for guest calls, inquiries, and requests, delivering exceptional service at every interaction.
• Assist guests with information regarding hotel facilities, services, rates, and local recommendations.
• Resolve guest concerns and requests professionally, ensuring effective follow-up and guest satisfaction.
• Support the resolution of telephone and communication-related issues to ensure smooth daily operations.
• Work closely with Front Office, Sales, Revenue Management, and other departments to ensure seamless guest experiences and accurate information flow.
• Maintain comprehensive knowledge of hotel offerings, promotions, and operational updates.
• Consistently uphold Rosewood brand standards and contribute to creating memorable guest experiences.

COULD THIS BE YOU?

• Previous experience in Reservations, Front Office, Guest Services, or a similar hospitality role is preferred.
• Completion of vocational training or a university degree in Hospitality Management, Tourism, or a related field.
• Fluency in both German and English is required; additional languages are advantageous.
• Strong communication skills with a warm, professional, and engaging telephone manner.
• Excellent organizational skills and strong attention to detail.
• Sales-oriented mindset with the ability to identify opportunities and convert inquiries into bookings.
• Ability to multitask, prioritize effectively, and perform in a fast-paced environment.
• Proficiency in property management and reservation systems is advantageous.
• Strong problem-solving skills and a proactive approach to guest requests and operational challenges.