Reservations and Guest Experience Coordinator

Job Summary

We are looking for a dedicated Reservations & Guest Experience Coordinator to join our team at The Verdala Wellness hotel- AX Privilege. The ideal candidate will excel at providing high-level, personalised service with a keen eye for detail. As a Reservations and Guest Experience Coordinator you will be responsible for managing reservations and guest requests, together with providing guidance and support related to guest wellness. This role plays a key part in curating personalised wellness journeys for our individual guests and group retreats, serving as the main point of contact from the moment of enquiry until check-in.

This role involves frequent interaction with guests over the phone, by email, and sometimes in person, offering personalised recommendations and addressing their requests and concerns. A focus on discretion, professionalism, and guest satisfaction is key to success in this role.

Responsibilities:

• Managing and processing reservations efficiently through various booking channels, ensuring accuracy and personalisation.
• Providing tailored recommendations on wellness programmes, spa treatments, and holistic experiences to enhance guest wellbeing.
• Acting as the primary point of contact for guests, addressing inquiries with a warm, customer-centric approach while upholding the hotel's wellness values.
• Coordinating with the spa, wellness, and F&B teams to ensure guests' wellbeing preferences and special requests are met.
• Ensuring that all booking details, including wellness packages and dietary preferences, are accurately recorded and communicated.
• Maximising occupancy while maintaining a focus on guest experience and holistic hospitality.
• Assisting in the promotion of wellness retreats, mindfulness programmes, and other specialised offerings.

Requirements:

• A minimum of 2 years' experience in a 5-star hotel.
• Experience in Reservations, Front Office or Butler services within a 5-star hotel environment and/or a Forbes Travel Guide-rated establishment is preferred.
• Proficiency in using hotel booking and reservation systems, previous experience in using an extranet is a plus.
• Flexibility to work various shifts, including weekends and holidays.
• Fluency in English; additional languages are considered an asset.
• Knowledge of wellness concept and upselling strategies.