Reservations Agent

General Information Country/Region Netherlands Province/City Amsterdam Location Rosewood Amsterdam Department Sales & Marketing Job Type Full-time Permanent

Job Description

A Day in the Life

As a Reservations Agent at Rosewood Amsterdam, your day revolves around creating seamless experiences for our guests, even before they set foot in the hotel. From managing room reservations, changes, and cancellations to providing guests with detailed information, your goal is to ensure every interaction is prompt, courteous, and efficient. Youll start your day by familiarizing yourself with the days room availability, any special promotions, and upcoming events. Whether youre assisting a guest with their reservation or resolving a last-minute issue, every conversation is an opportunity to ensure a smooth and welcoming guest experience. As the day progresses, youll continue to handle requests, communicate with other departments, and ensure that all systems are updated with the latest information, wrapping up your day with the satisfaction of knowing youve contributed to the excellence that defines Rosewood.

Job Summary

As a Reservations Agent, you will be responsible for managing all guest room reservations, changes, cancellations, and inquiries. Your role is to provide prompt and courteous service while maintaining the highest standards of professionalism and guest satisfaction. You will work closely with the Front Desk and Sales departments, ensuring a seamless experience for both guests and internal teams.

Key Responsibilities

Guest Experience:

• Provide prompt, courteous, and efficient handling of all guest requests for reservations, changes, and cancellations.
• Anticipate guests needs, respond promptly, and acknowledge all guests, regardless of how busy it is or the time of day.
• Maintain positive guest relations at all times, ensuring guest satisfaction and resolving any complaints with professionalism.

Operational Excellence:

• Maintain complete knowledge of hotel facilities, services, room layouts, rates, packages, and promotions.
• Be aware of restricted dates, room types, and specific arrangements between the hotel and travel agencies or corporate reservations centers.
• Input manual reservations into the system, ensuring accuracy and attention to detail.
• Monitor and maintain cleanliness, organization, and sanitation of your work area.
• Ensure all equipment is used correctly and maintained according to hotel standards.
• Process confirmation letters and manage travel agency commissions appropriately.
• Obtain Front Desk management approval for same-day reservations on near sell-out dates.
• Handle refunds for non-group reservations and ensure all relevant documentation is processed.

Collaboration and Communication:

• Work closely with the Sales Department to refer group room bookings, banquet or convention requests, and ensure clear communication across departments.
• Maintain strong communication with the Front Desk and other relevant teams to ensure seamless coordination of guest reservations.

Skills & Qualifications

Experience:

• Previous experience in a customer service or administrative role is preferred, but not required. Experience in hospitality is a plus.
• Willingness to learn about hotel reservation systems and procedures.

Technical Skills:

• Basic computer skills, with the ability to quickly learn new software systems.
• An interest in gaining knowledge of room layouts, rates, packages, and hotel promotions.

Personal Qualities:

• Strong communication skills and a positive, guest-oriented attitude.
• Attention to detail and a desire to be organized in a fast-paced environment.
• Eagerness to learn and adapt to guest needs while providing a personalized experience.

Why Rosewood Amsterdam?

Joining Rosewood Amsterdam as a Reservations Agent means becoming part of a team that values excellence, guest satisfaction, and personal growth. You will have the opportunity to shape the guest experience from the moment they consider booking a stay with us, ensuring that every interaction reflects the luxury and warmth of our brand. As we prepare for our grand opening in Q1 2025, you will play an essential role in setting the tone for a world-class guest experience at one of Amsterdams most anticipated luxury properties.

Social Impact

At Rosewood Amsterdam, we are committed to making a positive impact both within our hotel and the wider community. Through our "Rosewood Impacts" program, we engage in social responsibility initiatives that focus on the well-being of our associates, the environment, and the local community. By joining our team, youll be part of a family that values respect, collaboration, and giving back.

Legal Requirements

Applicants must have EU citizenship or a valid work permit for the Netherlands. Unfortunately, we are unable to sponsor a visa for this position.

About Us Rosewood Amsterdam will open in Q1 2025 as Rosewoods first property in the Netherlands. Housed in the former Palace of Justice, a building of great architectural, historical and social significance that overlooks the Prinsengracht (the Princes Canal), one of the citys most beautiful waterways, in the UNESCO World Heritage listed Amsterdam Canal District. The hotel will be ideally situated near many of Amsterdams finest attractions including the museum district, the high-end shopping district on P.C. Hooftstraat and the hip De Pijp neighborhood. With its central location and an intuitive design carefully conceived to offer an inviting and amiable atmosphere, the property is poised to serve as an unparalleled gathering place for visiting guests and the local community alike. The property will offer 134 guestrooms and suites, with many boasting spectacular views across the two adjoining canals, quiet internal courtyards and iconic townhouse rooftops. Amenities will include three restaurants and bars; Asaya, A Rosewood Spa; a state-of-the-art fitness center; and an indoor swimming pool. In addition, multiple event spaces and meeting rooms, including a 3,000 square-foot ballroom, will offer advanced audio and visual services and natural daylight. Decorative details throughout the hotels public spaces will pay homage to the signature spirit of both the building and city while creating a selection of differentiated yet unified spaces through subtle albeit impactful means, such as contrasting color schemes that seamlessly separate one setting from another. Notably, the lobby lounge will feature a library adorned with beautiful legal books doubling as art pieces, photographs and artifacts, as well as comfortable and stylish seating, to create an enticing enclave that will invite visitors to linger and laze. All public spaces will overlook the three distinct, internal landscaped courtyards of the building.