Reservations Executive - Groups

Job Description

Your Luxury Purpose: Our agents’ first contact for their hotel journey. Curating seamless group events. Delivering personalised, high-touch service that transforms moments into memorable occasions, while building trust and excitement at every stage of the client experience.

Accurately and efficiently receive and process guest reservations whilst observing policy and procedures for the property operation, and ensuring a timely response to all reservations enquiries.  Through professional telephone etiquette, and email communications, provide accurate and helpful information regarding the property facilities and services to all contacts with a view to maximising room and rate yield and maximising revenue. 

• Work alongside our revenue team in selling group bookings for our leisure market.
• Manage inventory with revenue to assist in selling suitable business
• Work with our return and new tour series, assisting loading future series, quoting and with the GM on contracts for upcoming seasons.
• Prepare group blocks and manage group rooming lists.
• Send quotes and confirmations to travel agents and  clients.
• Monitor and chase outstanding payments, deposits, and prepayments for groups.
• Provide timely status updates on group bookings, cancellations, and amendments.
• Ensure group bookings are accurately reflected in PMS and maintain records for audit purposes.
• Coordinate with relevant departments to fulfil special requirements for groups, including F&B and conference services
• Answer all calls promptly, within three rings using specified greeting for hotel, in a courteous and efficient manner.  Ensure that all relevant information is obtained.
• Ensure all reservations are accurately actioned within the same working day.
• Take personal responsibility to ensure that all enquiries are addressed.

• Ensure all outward correspondence complies with company procedures, and any unusual correspondence is authorised by the Rooms Division Manager, General Manager or a senior member of the executive team.
• Action requirements made by the Revenue Team
• Accuracy of information and attention to detail, especially for group bookings.
• Handling a fast-paced environment whilst managing guest and group expectations.
• Complaint resolution
• Record and process commissions monthly to the revenue team
• Maintain a positive selling approach to maximise yield in both occupancy and rates.
• Assist the FOM with delivering weekly meetings providing updates on upcoming groups needs
• Provide efficient, friendly and professional service to all guests.
• Strive to implement the La Maison Vision and demonstrate active use of La Maison Values.
• Any other duties as required by your manager / Hotel Management including support/relief in other departments.

Qualifications

• Previous experience within Hotel Guest Services, Reservations area and proficiency in Opera or other PMS - 
• Effective time management
• Immaculate grooming and personal presentation
• Articulate communication skills and an understanding of luxury guest expectations.
• Self-motivated and enjoy working autonomously
• Friendly and engaging
• Co-ordinate various tasks simultaneously
• Excellent English communication in written and verbal.
• Clean police record

Additional Information

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. 

• We offer competitive pay, plus benefits including daily staff meals and dry-cleaned uniform and laundry allowance, anniversary stays with F&B credit to enjoy
• Wellbeing Benefits including discounted gym, wellness and fitness studios, especially curated for Hotel St Moritz 
• EAP, well-being and mental health supports available, progressive policies, including 12 weeks paid parental leave, and rainbow inclusive policies and practices
• Take part in social activities and community involvement initiatives through the year.
• Build your career with the New Zealand Hotel of the Year 2024
• Receive unparalleled training, development and support from Accor leadership training programmes
• Discounted Hotel stays, food and beverage rates and Spa treatments, worldwide - for yourself and for friends and family, across our entire network
• Be part of a well-established hotel with a strong reputation for providing exceptional service.
• Ongoing reward and recognition incentives and awards
• Opportunities for further development and worldwide career progression within Accor.
• Refer a friend incentive
• Supportive and friendly working environment

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.