Responsibilities
* To ensure the smooth and efficient daily operation of the reservation’s operation, ensuring everyone contacting the Reservations Department receives an optimum level of tailor‑made services and care at all times
* To be the first contact for the guest / agent and remain the key person in charge of the booking, meaning follow‑up, advice, extra demands, etc.
* To keep up‑to‑date the Director of Revenue and Reservations in case of optional demands and evaluate the potential risk so as not to confirm the business
* To promote the company destinations by suggesting availabilities within our collection for any potential bookings occurring
* To monitor telephone calls to Reservations Office, incoming telephone traffic and business trend, and ensure optimum coverage of the Reservations at all times whilst maintaining appropriate telephone manners
* To ensure the company standards are met at all times
* To prepare and communicate the road map to the properties manager and the relevant department, following any bookings confirmed
* To review all incoming correspondence following any bookings and distribute to the properties managers and advise the relevant department for extraordinary requests
* To assist the Sales Team in their duties as required
* Create the offers with the pre‑determined price lists by the sales department, in liaison with the Director of Revenue and Reservations
* Bring personal advice and recommendations to clients while using upselling techniques
* Ensure clear and efficient communication with the clients and a perfect coordination with all service functions until the final invoice at the end of the stay
* Ensure all correct information of the clients, the reservation and activities are inserted into the PMS
* Execute client visits at the properties, if required
* Responsible for the satisfaction and brand loyalty of the clients
* Manage all client confidentiality as well as company confidentiality
* To prepare and distribute reservations and statistical reports as requested by CCO and DOR
* Responsible for transmitting the correct values and norms in the image of the brand to clients, and respect and apply the company’s security and hygiene policies
* To ensure smooth guest stay planning and coordination with onsite Hotel teams and House Managers whilst preparing detailed Handover Sheets in a timely manner
* Maintain accurate guest profiles and updated preferences across Ultima portfolio on Cloudbeds
* Assist in creating personalised itineraries and coordinate with relevant departments to ensure that all requests are executed precisely
* Respect the work hours and the requirement for flexibility in time management
* Respect the Dress Code and its implementation in the reservation procedures
* Respect the rules of behaviour in the reservation procedures
These responsibilities and missions describe perfectly the main functions, but should not be understood as the complete list of tasks.
* Education & Experience:
Degree in Hospitality Management, Tourism, or a related field. A minimum of 2–3 years of experience in a luxury hotel or villa environment, preferably within Reservations, Sales, or Guest Relations.
* Language Skills:
Fluent in English (spoken and written); French and/or another European language is a strong advantage.
* Personal Qualities:
o Exceptional attention to detail and organizational skills.
o Strong sense of service and hospitality, with a passion for creating tailor‑made guest experiences.
o Excellent communication and interpersonal skills, both with guests and internal teams.
o Discreet, professional, and committed to confidentiality.
o Dynamic, proactive, and capable of working under pressure while maintaining composure.
o Team‑oriented, flexible, and adaptable to changing priorities.
* Other Requirements:
o High standards of presentation and grooming in line with brand expectations.
o Availability and flexibility to adapt working hours according to business needs.
o Upholds company values, security, and hygiene standards at all times.
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