Constance Hospitality Management Ltd is the corporate heart of our group, supporting our hotels and resorts across the Indian Ocean. Based in Mauritius, our office drives strategy, innovation, and excellence across all functions—from operations and talent to marketing and sustainability. Join our dynamic team and help shape the future of luxury hospitality.

Job Description

As a Constance Stay Designer, your primary responsibility is to manage reservations from direct guests, WEB bookings, and OT A bookings. Your role is integral in providing a seamless and hospitable luxury reservation experience across all Constance Hotels, Resorts & Golf properties. You will excel in engaging with guests through effective pre-stay communication, both verbally and in writing.

Your talent lies in crafting uniquely personalized itineraries with precise pricing tailored to each guest's preferences. Utilizing luxury sales techniques, you will identify guests' distinct requirements and expertly showcase the exceptional offerings of each property. Your ultimate goal is to enhance guest satisfaction and create an unforgettable stay.

DUTIES AND RESPONSIBILITIES

Responsibilities and duties for this position shall include, but not limited to the following areas and activities. At the Management's discretion, direction may be given for tasks outside the scope of work described.

1.       Creation of personalized stay for direct guests

• Effectively communicate with guests to understand their preferences, needs, and special requests to design tailor-made stays for them

• Craft personalized itineraries, room choices, amenities, and additional services to meet the unique requirements of each guest.

2.       Reservations Handling

• Skillfully manage reservations for Direct Guests, WEB and OTA guests, ensuring accurate and efficient booking processes and update.
• Handle inquiries via phone, email, or other communication channels in a courteous and timely manner.
• Gain a comprehensive understanding of each property's availability and effectively communicate it to guests.
• Address inquiries and booking modifications via various communication channels in a timely manner
• Collaborate with hotels to ensure the proper handling of bookings and requests.

3.       Customer Service Excellence

• Provide outstanding customer service to our valued guests, addressing their needs and inquiries with the highest level of professionalism.
• Pay careful attention to special requests and preferences to elevate the overall guest experience.
• Follow LRA Standards when managing reservation requests from guests over the phone, maintaining consistently exceptional communication and service quality.

4.             Revenue Optimization

• Identify opportunities for additional services and amenities to enhance guest's experience
• Identify opportunities to sell higher room categories

5.       Reservations System & Technology

• Make use of the reservation system [Opera Cloud] effectively to process/update bookings and maintain accurate records.
• Acquire a thorough comprehension of SynXis booking integration process.
• Demonstrate proficiency in navigating the extranet platforms of all OT As, specially booking.com and Expedia.
• Be familiar with MIPS Payment Platform

6.       Reservation Policies and Procedures

• Uphold company policies and procedures tailored specifically for Direct guests, WEB and OTA bookings, ensuring strict adherence to CHML regulations and standards.
• Attain the set LRA audit score goal of [85%]

7.       Team Collaboration:

• Collaborate with other departments, such as Front Office, Sales and Marketing & Revenue Departments to ensure a seamless guest experience.

• Communicate effectively with the reservations team to share insights, updates, and assist colleagues during peak periods.

8.       Problem Resolution:

• Address any guest concerns, inquiries, or challenges related to reservations promptly and professionally.
• Collaborate with relevant departments to find solutions and ensure guest satisfaction.
• Elevate complex or unresolved matters to the Assistant Reservations Manager or Reservations Manager as necessary

9.       Additional Responsibilities:

• Perform any other duties as assigned by Head of department to support departmental objectives and overall organizational goals.

Qualifications and Requirements:

• Education: High school diploma or GED.
• Experience: Prior experience in customer service, sales, or the hospitality industry for 1 year is often required.
• Skills:
• Strong verbal and written communication skills.
• Proficiency with computer systems and reservation software.
• Multitasking and prioritization abilities.
• Attention to detail and accuracy.
• Problem-solving skills

Additional information

Benefits:

• Free cafeteria: Say goodbye to boring lunchboxes! Enjoy free meals to tantalize your taste buds every day.
• Gym facility: No need for a gym membership! Our office comes equipped with a gym to help you stay fit and healthy.
• Dynamic work environment: Join the hustle and bustle! We're a high-energy team where each day brings exciting challenges.
• Transportation: Leave commuting stress behind! Take advantage of our transportation program for a hassle-free journey to work.
• Insurance and pension: We've got you covered for the future! With our comprehensive insurance and pension package, you can focus on your career with peace of mind.
• Flexitime: Work on your own terms! Our flexitime policy allows you to balance work and life according to your schedule.