Reservation Specialist

To provide an efficient and friendly luxury reservation service for all Constance Hotels, Resorts & Golf properties. Manage high levels of pre-stay communication with guests both verbally and written.

DUTIES AND RESPONSIBILITIES

• Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
• Maintain a thorough understanding of all Constance Hotels, Resorts & Golf properties facilities and processes, and contribute to a culture of high quality standards for relationship building, guest services & selling techniques
• Manage telephone and email inquiries in a prompt and professional & timely manner and in accordance with Constance Hotels, Resorts & Golf standards ensuring accuracy and attention to detail at all times
• Processing/Updating OTA Bookings in our Central Reservations’ System
• To ensure that all reservations are processed/updated following established procedures with full and clear information and that they are input accurately and promptly onto the Central Reservations’ system.
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities.
• Liaise with Revenue & other departments as required
• Monitor guest satisfaction regularly and resolve any outstanding issues to ensure guests loyalty towards Constance Hotels, Resorts & Golf
• Accommodate and document special requests in an accurate and efficient manner.
• Liaise with each property to ensure guest requests follow up
• Ensure bookings are guaranteed and no show charges/ cancellation charges are applied where appropriate

CANDIDATE REQUIREMENTS

• Higher education qualification equivalent in hospitality or related field
• Previous experience in the Reservations department within a 4 or 5 star hotel is a must or within a Central Reservation Office (ideally)
• English & French language proficiency is a must, both spoken and written
• Familiar with Online Travel Agencies bookings
• Knowledge of Opera
• Knowledge of SynXis will be an advantage
• Impressive time management and organisational skills
• Dazzling telephone skills - Knowledge of LQA Reservations Standards will be an advantage
• Extreme attention to details and ability to multi-task in a fast paced environment are essential.
• Positive attitude and good communication skills
• Commitment to delivering a high level of guest service
• Ability to remain calm and composed under pressure
• Must have a good numerical and creative mind