VIP Reservation Executive for SLH

The Small Luxury Hotels of the World™ (SLH) brand is managed by Small Luxury Hotels of the World Management Ltd. We are a global brand that delivers reservation services for small luxury independent hotels around the world. SLH is the champion of the small independent hotelier and provides tools to compete in the marketplace. It is vital that our central reservation platform operates 24/7 and drives reservations to hotels seamlessly.

SLH is searching for a full-time VIP Reservation Executive. This role reports to the Head of Reservations Worldwide.

The position is remote for candidates who are based in California and/or willing to work during business hours (Pacific Standard Time)

The position

VIP Reservation Executive

Working Hours – Monday to Friday 09:00 – 17:30 (Fridays till 5:00 PM)
25 days holiday per year (pro rata)
Discretionary bonus (capped at 20% of annual salary)
Pension scheme
All public holidays offered


Process reservations from by mail, telephone or central reservation systems.
Analyse all guest and travel agents’ requirements through telephone and emails, recommend suitable options for all customers, and assist to confirm all reservations.
Answer any questions about the reservation process and the SLH loyalty programme.
Provide support to customers who may need to amend or cancel a reservation.
Manage incoming calls for the SLH Reservations department and ensure response all queries and maintain professional relationship and atmosphere at all times.
Sorting out any issues that may arise with bookings or reservations.
Up-selling, when appropriate, by informing customers of additional services or special packages, such as transfers, SPA add-ons, etc.

Rate Disparity
Support the SLH Reservations Team to process rate disparity claims and reservations by mail, phone in a healthy fast-paced environment.
Liaise with key contacts at SLH hotels to address and investigate discrepancies (inaccurate rates, restriction inaccuracies, etc.) in the SLH Central Reservation system.
Conduct rate parity audits to verify rate accuracy between SLH and all third party booking channels, along with content to ensure accurate representation and optimum visibility of hotels through all SLH channels.
Report rates, inventory and content discrepancies within the SLH Central Reservation system to Revenue Account Managers and relevant Distribution Manager.

Maintain client relationships through phone and email, providing support, ad hoc training, and suggestions as needed.
Willing to collaborate with other departments to make sure the SLH procedures are followed at all times.

Desired skills and experience

Preferably qualified with a University degree and with at least 3 years’ experience in the hotel industry (preferably within the luxury sector).
Fluent in English (written and spoken). Second language is preferable (Italian, French, Portuguese, Spanish preferred).
Must have at least 3 years of experience and proven ability in telephone sales, preferably within the luxury sector of the travel industry.
Reservations & Revenue Management experience in the hotel industry.
Have great analytical abilities to interpret statistical data and have thorough attention to detail.
Good knowledge of PMS, CRS & GDS and/or other distribution systems.
Must be a team player with a strong ability to self-manage.
Appropriate understanding of mathematic calculations, including/excluding VAT/taxes and exchange rates.
Must be knowledgeable of Salesforce and Microsoft Office, specifically Excel, Word, Power Point and Outlook.
Ability to quickly identify data discrepancies.
Ability to effectively communicate any audit findings to Revenue Management leadership for escalation and resolution.
Must be able to multi-task and maintain a clear focus while working on multiple properties and projects.
Ability to work and thrive in a multi-tasked and fast-paced environment.
Professional “get it done” attitude and work ethic.

Small Luxury Hotels of the World™ is an unrivalled portfolio of some of the world's finest small, independent hotels. Comprising over 520 hotels in more than 80 countries, the diversity of the individual hotels, and the experiences they offer, is exceptional.

From cutting-edge design hotels to palatial 17th century mansions, city centre sanctuaries to remote private islands, historic country houses to idyllic resorts - the breadth and depth of the brand is far reaching.