To assist in maximizing Room Revenue by utilizing Yield Management techniques, in order to maximize occupancy and average rate. To process reservations, as per organizational standards and be responsible for the entire reservation process.

About You:

To provide prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. To ensure that all guests have a comfortable, pleasant and memorable first interaction with the resort. To project an image of courteousness and hospitality while handling guests. In addition to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure highest level of personalized attention.

Key Duties and Responsibilities:

• Provides prompt, courteous, and efficient service to all guests and callers, so as to achieve a high level of customer satisfaction.
• Provides admin support to the team.
• Data entry on PMS.
• Update guest’s profile/ SAGA.
• Prepares reservations-related forms, paperwork and gather necessary approvals as required.
• Uploads roster.
• Process commission payment for wholesalers and travel agent within acceptable time.
• Ensures guest’s file is updated.
• Maintain files and records so they remain updated and easily accessible. Scan documents into digital formats.
• Sends generic communications to partners such as stop sales, special events brochure.
• Accesses the GDS and retrieves reservations and credit card information.
• Retrieves necessary reports from PMS and share to the team.
• Updates information boards in reservation office.
• Takes minutes of meetings.
• Assists with arrival checks.
• Monitors the House position daily and briefs the Reservations Supervisor and Reservations Manager.
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction.
• Adheres to all organizational policies and standards.
• Responsible for maintaining effective communication channels with the guest through prompt and courteous delivery of information.
• Responsible for the efficient, clean, safe and hygienic maintenance of all Reservations areas.
• Provides helpful, friendly and prompt personalized telephone service to all guests (external and internal).
• Ensures immediate response and processes to the Fire Alarm as per resort standards and policies.
• Handles difficult situations effectively.
• Attends behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.
• Attends regular on the job training and classroom training.
• Shares knowledge and skills with other colleagues.
• Communicates promptly and efficiently, customer complaints and compliments regardless of how small they may be.
• Follows safety rules and Operating Procedures.
• Is aware of all house rules and obeys them.
• Always conducts oneself in such a manner so as to encourage all fellow employees to do likewise.
• Keeps the Reservations Supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all team members to foster and promote a cooperative and harmonious working climate.
• Projects at all times, a favorable image of “Reservations”, “One&Only Le Saint Géran” and “One&Only Resorts” to all.

About You:

The ideal candidate should have at least a high school/ diploma in same field. The candidate should have at least 1 year of experience in acknowledged/acclaimed resorts and hotels in Room Reservations role in an International Ultra-Luxury Resort and must be fluent in written and spoken English and French. The ideal candidate should know Fidelio or Opera and be computer literate.