Job Description

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ABOUT RESERVATIONS The Reservations Department is crucial to the success of Rosewood Mandarina as it represents the first point of contact for many of our guests. This team shapes the initial impression of our resort, setting the tone for an unforgettable experience. By providing personalized assistance, anticipating guest needs, and coordinating details across departments, the Reservations team plays a vital role in achieving high occupancy rates, optimizing revenue, and fostering guest loyalty.
THE IMPACT OF THIS ROLE Reservations Sales Specialists are ambassadors of the Resort’s brand and service standards, often establishing the foundation for memorable stays. Their meticulous attention to detail, skill in handling special requests, and ability to convey the unique features of our resort make them essential to ensuring each guest arrives with the excitement and confidence that they are about to experience something truly exceptional.

KEY RESPONSIBILITIES Guest Engagement and Service Excellence: Provide impeccable service during every interaction, ensuring guests feel welcomed and valued from the moment they inquire. Listen attentively to guests to understand their unique preferences and create tailored experiences that exceed expectations. Manage complex, VIP, and special occasion bookings with attention to detail, ensuring that special requests are meticulously handled. Provide clear and concise communication to guests regarding resort policies, terms, and conditions, aiming to create a transparent and pleasant experience. Identify and recognize returning Rosewood guests and top booking agents, ensuring each interaction reflects a personalized understanding of their preferences and previous stays. Answer all incoming reservation calls promptly, ensuring response before the third ring and adherence to brand standards throughout each interaction. Booking Management and Revenue Optimization: Efficiently process reservations, modifications, and cancellations, balancing occupancy goals with guest satisfaction. Maximize revenue by offering appropriate room types, suites, and upgrades based on guest needs and preferences, always aligning with the resort’s pricing strategy. Maintain an expert understanding of the resort’s accommodations, services, and amenities, as well as current promotions and events, to proactively offer the best options to guests. Maintain up-to-date knowledge of all room products, property features, services, experiences, and activations to provide informed and personalized service to guests. Possess thorough knowledge of all current offers, packages, and consortia programs, applying these strategically to enhance guest experiences and maximize booking potential. Collaboration and Communication: Act as a liaison between guests and other departments, especially front office, housekeeping, and guest services, ensuring smooth pre-arrival planning and preparation. Communicate important guest preferences and special requests to relevant departments to ensure that they are fulfilled upon arrival. Technology and Reporting: Use our Property Management System (PMS) and Central Reservation System (CRS) with proficiency to process reservations accurately. Maintain and update guest profiles with relevant information that enhances future interactions. Generate reservation reports and provide feedback to management on booking trends, guest requests, and potential improvement areas. Guest Recovery and Complaint Resolution: Handle challenging situations with professionalism, empathy, and discretion, resolving complaints and finding suitable solutions in a timely manner. Record any issues or complaints and escalate when necessary to ensure guest satisfaction.

CRITICAL SKILLS & QUALIFICATIONS

Minimum of 2-3 years in a reservations or guest services role at an ultra-luxury resort or hotel, or equivalent experience in a high-end service environment. Exceptional verbal and written communication skills, with a refined ability to interact with high-profile guests. Strong organizational skills and attention to detail, especially with complex reservations and special requests. Proficiency in hotel reservation systems (experience with Opera, SynXis, or similar PMS/CRS platforms is preferred). Ability to multitask and remain calm under pressure in a fast-paced, luxury environment. Degree or diploma in hospitality management or a related field is preferred but not required if equivalent experience is demonstrated. Fluency in English is required; additional languages are an asset, particularly those commonly spoken by our international clientele. PERSONAL ATTRIBUTES • Guest-Centric: A natural inclination toward service and hospitality, with a passion for creating memorable experiences for each guest. • Attention to Detail: Meticulous attention to detail to ensure accuracy in every reservation and special request. • Team Player: A cooperative and collaborative attitude, always ready to support team members and work towards shared goals. • Problem Solver: Proactive approach to resolving issues and a dedication to turning any challenge into an opportunity to impress.