Reservations and Guest Experience Executive

Responsibilities 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. 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. Keep the Director of Revenue and Reservations up‑to‑date on optional demands and evaluate the potential risk to avoid confirming unsuitable business. Promote the company destinations by suggesting availabilities within our collection for any potential bookings occurring. Monitor telephone calls to the Reservations Office, incoming telephone traffic and business trend, and ensure optimum coverage of the Reservations at all times while maintaining appropriate telephone manners. Ensure the company standards are met at all times. Prepare and communicate the road map to the properties manager and the relevant department following any bookings confirmed. Review all incoming correspondence following any bookings, distribute to the properties managers and advise the relevant department for extraordinary requests. Assist the Sales Team in their duties as required. Create the offers with the pre‑determined price lists given 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 clients and 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 is inserted into the PMS. Execute client visits at the properties, if required. Be responsible for the satisfaction and brand loyalty of the clients. Maintain client confidentiality as well as company confidentiality. Prepare and distribute reservations and statistical reports as requested by the CCO and DOR. Transmit the correct values and norms in the image of the brand to clients, respect and apply the company’s security and hygiene policies. Ensure smooth guest stay planning and coordination with onsite hotel teams and house managers while preparing detailed handover sheets in a timely manner. Maintain accurate guest profiles and updated preferences across the 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 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 Language Skills:Fluent in English (spoken and written); French and/or another European language is a strong advantage. Personal Qualities Exceptional attention to detail and organizational skills. Strong sense of service and hospitality, with a passion for creating tailor‑made guest experiences. Excellent communication and interpersonal skills, both with guests and internal teams. Discreet, professional, and committed to confidentiality. Dynamic, proactive, and capable of working under pressure while maintaining composure. Team‑oriented, flexible, and adaptable to changing priorities. Other Requirements High standards of presentation and grooming in line with brand expectations. Availability and flexibility to adapt working hours according to business needs. Upholds company values, security, and hygiene standards at all times. #J-18808-Ljbffr