Reservations Coordinator

The Reservations Coordinator will partner with guests to make every journey with Belmond, unique and legendary. Owning all steps of the post reservation process, from follow up tasks, customer queries through to ensuring all the details are correct and ready for the customer. They will work closely with all relevant departments to ensure that all actions that are required are fulfilled in a timely and accurate manner.

Reservations Coordinators will diligently, accurately and in a timely manner ensure all post sales activities and requests are fulfilled. Responding to customer queries through calls and emails as well as ensuring requests from internal stakeholders are completed.

In addition to the day to day the Reservations Coordinator will, when required, shift into other aspects of customer reservations.

MAIN DUTIES AND RESPONSIBILITIES:

Competency - Post sales & administrative:

• All tasks and activities related to a customer post booking. Ranging from ensuring payments are taken, questions answered, tickets and relevant documentation delivered
• Making sure every customer has a personal interaction on any queries that they may have
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel
• Meet assigned targets ensuring we meet any key deadlines required
• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
• Treat every interaction in a professional manner and yet done in a conversational, natural and warm manner
• Working proactively with operations to ensure any immediate customer contacts or changes required are carried out within the given time frames
• Processing customer requests quickly and accurately
• Adjustments to customer’s itinerary and ensuring they are kept informed
• Working within provided guidelines suggest perks or enhance opportunities for our most loyal guests
• Upsell- treat every customer interaction as an opportunity to enhance each and every guest stay by suggesting additional add ons such upgrades, transfers, experiences etc.
• Quality control all bookings prior to issuing travel documents and follow up to obtain any missing information or special requests

Competency - Data and Technology

• Show expertise in all systems required to carry out day to day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and InfoHub. Be true champions of systems and technology that aid the guest experience and journeys
• Ensure our guest profiles are kept up to date and accurate as possible. Take ownership for each guest interacted with to capture all information and ensure it is entered correctly into the necessary systems. Identify duplicate profiles and flag for merging to ensure database is kept as clean as possible
• Meet and exceed targets set for data capture and complete customer requests prior and post stay
• Suggest enhancements or new ways of working within the systems where a process can be improved on
• Be a true owner and gatekeeper for InfoHub ensuring it is up to date with rich and relevant information in order to be able to provide guests with all the details and information they would need both to confirm a reservation and prior to stay
• Request additional information be added to the InfoHub where there are gaps or missed storytelling opportunities
• Continuous monitoring and feedback given on AI routing for ongoing improvements and accuracy

Requirements

The ideal candidate will have the following:

• Minimum of a Bachelors Degree and one year experience in hospitality, hotel operations or customer service required. College degree in a Hospitality major preferred.
• Ability to communicate in English with hotel guests, suppliers, and employees to their understanding. Preference will be given to those with the ability to communicate in Spanish.
• Excellent verbal and written skills, listening skills and questioning techniques.
• Ability to multi-task under pressure in a fast-paced environment, work independently and interact within a team.
• Ability to accommodate a flexible work schedule.
• Understanding of the luxury hotel environment.

Benefits

Belmond provides a comprehensive benefits package for full-time employees including medical, dental, vision, disability, and life insurance. Employees are eligible for the majority of these plans after 60 days of full-time employment. The Company also offers a 401(k) retirement savings plan, paid vacation and holidays.