Reservations & Service Center Agent

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.

THE TEAM

As part of the Rooms Division, you will join a dynamic team responsible for shaping every guest’s journey before arrival and throughout their stay. Working closely with the Reservations, Front Office, Revenue, Sales & Marketing, Finance, and Guest Services teams, you will play a key role in delivering seamless communication and exceptional service across multiple guest touchpoints. Reporting to the Reservations and Service Center leadership team, you will help ensure every interaction reflects Rosewood’s commitment to thoughtful, personalized hospitality.

YOUR ROLE

As a Reservations & Service Center Agent, you will be at the heart of the guest experience, serving as a trusted point of contact for accommodation reservations, service requests, restaurant bookings, and guest inquiries. Through your professionalism, attention to detail, and passion for service, you will create positive first impressions, support operational excellence, and contribute to the hotel’s commercial success. Working collaboratively across departments, you will ensure guest preferences are anticipated, requests are handled efficiently, and every interaction reflects Rosewood’s standards of luxury hospitality.

HOW YOU’LL MAKE THE PLACE

• Deliver exceptional service through prompt, professional handling of reservations, guest inquiries, and service requests across phone, email, and digital channels.
• Manage room reservations, modifications, cancellations, and special requests while ensuring accuracy and attention to detail.
• Maximize hotel revenue opportunities through effective upselling, inventory management, and application of revenue management principles.
• Coordinate guest preferences, arrival arrangements, transportation requests, and special occasions with relevant departments to create memorable experiences.
• Manage restaurant reservations and guest inquiries, ensuring seamless communication with dining outlets.
• Handle in-house guest requests through hotel systems and follow through to ensure timely completion and guest satisfaction.
  

COULD THIS BE YOU?

• You have experience delivering exceptional guest service in a luxury hospitality, reservations, front office, or customer contact center environment.
• You are a confident communicator who can build rapport with guests while handling inquiries with warmth, professionalism, and discretion.
• You have strong attention to detail and take pride in maintaining accurate records and managing multiple priorities effectively.
• You are commercially minded and enjoy identifying opportunities to enhance the guest experience while maximizing revenue.
• You thrive in a fast-paced environment, remain calm under pressure, and use sound judgment to resolve challenges.
• You are comfortable working with hotel systems and technology, and you are eager to learn and adapt to new tools and processes.
  

OUR BENEFITS

As part of our team, you’ll enjoy a thoughtfully designed benefits package that supports your wellbeing, professional growth, and life beyond work. This includes medical coverage, retirement benefits, paid time off, complimentary room nights, learning and development opportunities, global career opportunities, and industry-leading paid parental leave supporting eligible associates across all paths to parenthood.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard – and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them – and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.

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