Reservations Agent

OUR PURPOSE AND CULTURE

At Rosewood Hotel Group, 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 destination while setting new benchmarks for positive impact.

As a pioneering collective with a shared purpose, we curate extraordinary moments and honour the soul of every place along our journey. At Rosewood, we answer The Calling. Together, we Make the Place.

Rosewood Blue Palace will open in Crete, Greece, in April 2027, and we are now seeking talented individuals to help bring the re-imagining of this stunning property to life.

The Reservations Agent will be based at our office in Athens, Greece.

THE ROLE

As a Reservations Agent at Rosewood Blue Palace, you will play an important role in creating a seamless and personalised booking experience for our guests, serving as one of their first points of contact with the hotel. Through your knowledge of our accommodation offerings, attention to detail and genuine approach to service, you will help turn enquiries into confirmed reservations while supporting the hotel's revenue objectives.

HOW YOU'LL MAKE THE PLACE

Guest Experience & Reservation Management:

• Respond promptly and professionally to telephone, email and other approved booking enquiries.
• Provide accurate and personalised information regarding room and suite categories, features, inclusions, resort experiences, policies and cancellation terms.
• Create, amend, confirm and cancel reservations accurately through Opera Cloud, following established procedures.
• Verify all reservation details, including guest names, stay dates, room categories, rate plans, occupancy, contact information, guarantee arrangements and special requests.
• Prepare and send accurate reservation confirmations, ensuring all relevant guest preferences and service requirements are properly recorded.
• Coordinate arrival details, special requests and guest requirements with the Front Office and other relevant departments.
• Handle guest enquiries, complaints and special requests with professionalism, care and a solution-oriented approach.

Revenue Optimisation & Commercial Awareness:

• Apply consultative selling techniques to maximise booking conversion and identify appropriate upselling opportunities.
• Promote the hotel's accommodation offerings and experiences while ensuring that all information provided to guests is accurate and transparent.
• Check availability and pricing through designated systems, ensuring that reservations comply with approved rates and inventory restrictions.
• Refer pricing strategy, inventory restrictions, complimentary stays, refunds and other commercial exceptions for approval in accordance with the established delegation-of-authority matrix.

COULD THIS BE YOU?

• Previous experience in hotel reservations or guest services, preferably within a luxury hospitality environment.
• Familiarity with hotel reservation systems; knowledge of Opera Cloud and SynXis would be an advantage.
• Excellent written and verbal communication skills in English; knowledge of additional languages would be considered an asset.
• Strong attention to detail, organisational skills and a high level of accuracy.
• Excellent interpersonal and communication skills, with a genuine passion for delivering personalised guest experiences.
• Confidence in presenting hotel products and services and applying appropriate upselling techniques.
• Ability to work collaboratively with different departments and manage multiple enquiries and priorities effectively.
• A professional approach to handling confidential guest information and payment-related procedures.

BENEFITS & CAREER DEVELOPMENT OPPORTUNITIES

• The opportunity to join an internationally recognised luxury hospitality group and become part of the Rosewood Hotel Group family.
• A competitive remuneration package.
• Monthly Benefits Card.
• Access to training and development programmes designed to enhance your skills and support your professional growth.
• A supportive and inclusive working environment that values individuality, collaboration and mutual respect.

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 honour 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. Our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.