Reservations and Guest Experience Executive

À propos de nous
Ultima
is a leading ultra-luxury hospitality brand specializing in private residences, villas, and boutique hotels across Europe.

Our properties are
designed for ultra-high-net-worth (UHNW) guests
, offering unparalleled privacy, bespoke services, and wellness-focused experiences . All locations embody Ultima's distinctive philosophy of
hyper-personalised service
and exceptional design, providing UHNW clientele with the feeling of a private home combined with five-star amenities.

Mission
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 remaining 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 to do not confirm the business
• To promote the company destinations by suggesting availabilities within our collection for any potential's 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 request
• 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, 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 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 requested 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.

Profil

• 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:

• 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.

Référence de l'offre : 4hj7wqd8hi