Cluster Reservations Agent

About the role

The Cluster Reservations Agent is the first point of contact for guests, travel partners and clients across Rosewood AMAALA and Rosewood Red Sea. Working in a dynamic cluster environment, you will manage room inventory, process reservations and maximise revenue while delivering the ultra‑luxury service standards of the Rosewood brand.

Key responsibilities

• Process reservation requests, changes and cancellations received via phone, email or GDS with speed and accuracy.
• Apply luxury sales techniques to promote accommodations, resort experiences and optimise ADR.
• Maintain expert knowledge of room categories, villa layouts, rates, packages and resort services across the cluster.
• Update guest profiles with precise billing information and personal preferences.
• Act as a brand ambassador, sharing destination stories and wellness concepts to build excitement.
• Coordinate with Front Office, Butler Service and Guest Relations to communicate special requests and VIP arrivals.
• Collaborate with Revenue Management and Distribution teams on promotions and group bookings.
• Assist in auditing reservation entries for compliance with financial policies.
• Support pre‑opening system testing, SOP development and training of new reservation associates.

Required profile

• Minimum 2 years experience in Reservations, Front Office or Guest Relations within luxury hotels or resorts.
• Diploma or bachelor’s degree in Hospitality Management, Business Administration or related field.
• Excellent communication skills in English; additional languages a plus.

Required skills

• Proficiency with Opera Cloud property management system.
• Experience using Central Reservation Systems (CRS) and other reservation platforms.
• Familiarity with Global Distribution Systems (GDS).