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Key duties and responsibilities:

• Guest Reservations: Respond to phone calls, emails, and online booking inquiries in a professional and timely manner. Assist guests with booking room accommodations and other resort services.
• Maximize Revenue: Utilize upselling techniques to offer additional services or room upgrades to guests. Ensure accurate input of rates, discounts, and special promotions into the reservation system.
• Reservation Management: Confirm and update guest bookings in the reservation system, ensuring accuracy of information such as guest preferences, arrival/departure dates, and payment details. Coordinate with other departments (housekeeping, front office, food and beverage) to ensure guest needs are met.
• Customer Service:
  Provide exceptional service to guests by answering inquiries regarding the resort’s facilities, services, and local attractions. Address and resolve guest concerns and special requests promptly and efficiently.
• Record Keeping: Maintain accurate records of reservations and follow standard operating procedures for deposits, cancellations, and reservation amendments. Track room availability and ensure the resort’s inventory of rooms is up-to-date. Save guests dossiers each time booking is input on opera.
• Communication: Communicate any special guest requests or issues to relevant departments to ensure guest satisfaction.
• Guest Preferences: Ensure guest profiles are updated with any special requests or preferences (e.g., room location, dietary restrictions).
• Reporting: Generate daily reservations reports.Ensure CRS reports is checked, and email sent to guests.Check hotel room inventory and alert Revenue Manager/Assistant Reservation Manager for any discrepancies.
• Collaboration: Coordinate with other departments, such as front office, housekeeping, and sales, to ensure smooth operations.Liaise with travel agents, tour operators, and other partners to manage group bookings and special requests.

• Others: Ensures adherence and compliance to all Standard Operation Procedures for the Reservation department where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required.Takes responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner.

Skills and Specifications:

• High school diploma or equivalent required; hospitality or tourism-related education is a plus.
• Previous experience in a customer service or reservations role, preferably in a hotel or resort setting.
• Strong communication skills, both verbal and written.
• Familiarity with property management systems (e.g., Opera, Amadeus) or other booking platforms.
• Fluent in English & French; additional languages are an advantage.
• Flexibility to work various shifts, including weekends and holidays