About the role
- Manage all individual and group reservation requests through phone, email, and online channels in a timely, professional, and brand-aligned manner,
- Ensure all reservations are accurately created, updated, and maintained in the system with complete guest profiles, preferences, and special requests,
- Maintain up-to-date knowledge of room categories, rates, packages, promotions, and hotel services,
- Demonstrate strong product and brand knowledge to effectively upsell and cross-sell in line with revenue objectives,
- Work closely with Front Office, Sales, and Revenue Management teams to optimize inventory utilization and maximize revenue opportunities,
- Adhere strictly to company policies and procedures regarding payments, cancellations, amendments, and data protection,
- Anticipate guest needs and personalize reservations to deliver a bespoke luxury experience,
- Handle VIP, corporate, and special request reservations with the highest level of attention, confidentiality, and care,
- Prepare and submit daily, weekly, and monthly reservation reports as required,
- Build and maintain strong professional relationships with travel agents, corporate partners, and internal departments,
- Actively participate in trainings and contribute to continuous improvement of service standards and reservation processes.
- Minimum 3 years of experience in a similar role within a luxury or 5-star hotel environment,
- Excellent verbal and written communication skills in English (additional languages are an asset),
- Strong working knowledge of Opera PMS, CRM systems, and online booking channels,
- Highly detail-oriented with strong organizational, planning, and multitasking skills,
- Guest-focused, sales-driven mindset with a polished, professional, and warm service approach,
- Ability to work effectively under pressure while maintaining accuracy and professionalism,
- Flexibility to work shifts, including weekends and public holidays.