VIP Reservations Executive for SLH
About Small Luxury Hotels of the World: Small Luxury Hotels of the World™ (SLH) is the most desirable community of independently-minded travellers and independently spirited-hotels in the world. We turned the luxury boutique hotel into a phenomenon and selected the distinctive, the diverse and the downright delightful. People, places and experiences with individual character, intimate charm and inherent class. We've personally visited, vetted, and verified over 540 hotels in more than 90 countries. We are envisioning a future where people experience the world with intention, experience its intensity and protect its integrity.
SLH is searching for a full-time VIP Reservations Executive based in the London office. This role reports to the Head of Reservations Worldwide & Area Manager (AU & NZ).
VIP Reservations Executive (English and other EU languages would be an advantage – French, Portuguese, Spanish preferred)
Location: office in London + WFH scheme available.
Working Hours: Monday to Friday 9:00 AM – 5:30 PM GMT (Fridays until 5:00 PM GMT)
Process reservations by mail, telephone, chat or central reservation systems.
Analyse all guest and travel agents’ requirements, 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 a response to all queries, and maintain professional relationships and atmosphere at all times.
Sort out any issues that may arise with bookings or reservations (i.e., inaccurate rates, restriction inaccuracies, etc.).
Up-sell the hotels’ additional services or special packages, such as transfers, SPA add-ons, etc.
Identify and report rates, inventory and content discrepancies.
Work closely with the Sales Team as well as with other departments to make sure the SLH procedures are followed at all times.
Desired Skills and Experiences
Preferably qualified with a university degree and at least 3 years of experience in the hotel industry within the luxury sector.
Fluent in English (written and spoken). A second language is preferable.
Previous experience and proven ability in telephone sales, preferably within the luxury sector of the travel industry is highly regarded.
Good knowledge of Salesforce, PMS, CRS & GDS and/or other distribution systems is preferable.
Great analytical abilities to interpret statistical data and thorough attention to detail.
Must be a team player with a strong ability to self-manage with a “get it done” attitude.
Ability to work and thrive in a multi-tasked and fast-paced environment.
Salary & Benefits
Annual Bonus Scheme
All applicants should have the right to work in the UK.