.ABOUT RESERVATIONSThe 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 ROLEReservations 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 RESPONSIBILITIESGuest 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