VIP Reservations Executive for SLH


The Position 

Small Luxury Hotels of the World™ (SLH) is the most desirable community of independently minded travellers and independently spirited hotels in the world. We’ve personally visited, verified and vetted every single one of our 500 hotels in more than 90 countries – each one is anti-chain and anti-same. With just 50 rooms on average, SLH properties are able to offer secluded, discrete options with the highest standards of luxury and guest wellbeing. From rustic fishermen's huts and woodland treehouses to rainforest retreats, alpine chalets and desert-style 'dude' ranches, no two stays are the same in our characterful collection of intimate spaces in unusual places. 

SLH is searching for a full-time VIP Reservations Executive to cover the US business hours of the Pacific Standard Time (UTC-8) or the Eastern Standard Time (UTC-5).


Key Responsibilities

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, 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
Process rate disparity claims 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.
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.

Reporting Lines

This role reports to the Head of Reservations Worldwide & Area Manager (AU & NZ) based in Sydney.


Desired Skills and Experiences

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 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.


Suitable Applicants

Should email a CV and a paragraph telling us why you’re the person for the job to: Head of Reservations Worldwide & Area Manager (Australia & NZ) with a statement in support of application that includes:

Why you are applying for the post
Why you believe your qualifications and experience equip you for this post
What attributes you would contribute
How you meet the requirements of the job description and person specification.


Effective Date

As soon as possible.


Salary & Benefits

Competitive Salary
Annual Bonus Scheme
Employers Pension
Hotel Discounts


Place of work

Remote, preferably on the US West Coast.
Working Hours depending on the location. Must cover the US working hours. Example:
Monday to Friday 9:00 AM – 5:30 PM PST (Fridays until 5:00 PM PST)

All applicants should have the right to work in the UK or in the US. If not, independent Contractors to be discussed.

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. Visit: