The Reservations Controller works to ensure that all bookings meet CCO’s established standards prior to the guest’s arrival to the hotel. They will work closely with relevant departments to ensure that all actions required are fulfilled in a timely and accurate manner. This role is primarily administrative in nature and attention to detail is the top priority.

Requirements

Competency -

Post sales & administrative:

• Oversee daily checks, accuracy, and updates of reservations from various channels.
• Verify all arrival lists daily
• Manage deposit payments
• Daily checks of cancellation report to apply cancellation fees or refunds
• Manage disruptions (buyouts, renovations, etc.)
• Coordinate with CCLs to delegate daily tasks as needed based on volume and when out of office
• Meet assigned targets ensuring we meet any key deadlines required

Data and Technology ;

• Show expertise in all systems required to carry out day to day tasks, such as HMS, Salesforce Omnichannel and InfoHub. Be true champions of systems and technology that aid the guest experience and journeys
• Ensure our guest profiles are kept up to date and accurate as possible. Take ownership for each guest interacted with to capture all information and ensure it is entered correctly into the necessary systems. Identify duplicate profiles and flag for merging to ensure database is kept as clean as possible
• Meet and exceed targets set for data capture
• Suggest enhancements or new ways of working within the systems where a process can be improved on
• Be a true owner and gatekeeper for InfoHub ensuring it is up to date with rich and relevant information in order to be able to provide guests with all the details and information they would need both to confirm a reservation and prior to stay

Benefits

Belmond is part of the world’s leading luxury group, LVMH Moët Hennessy Louis Vuitton.

Belmond has been a pioneer of exceptional luxury travel since 1976. Its portfolio extends across 24 countries with remarkable properties that include the illustrious Venice Simplon-Orient-Express train, remote beach retreats like Cap Juluca in Anguilla, Italian hideaways such as Splendido in Portofino, and gateways to natural wonders such as Hotel das Cataratas beside Brazil’s Iguassu Falls. From trains to river barges, safari lodges to hotels, each unique property has a distinctive story, personality, and identity, with a personalized team to match.

Location:

Italy, Rapallo

Department:

Corporate Office & Business Support

Employment type:

Contract

Experience:

Mid-Senior level