Reservations and Guest Experience Coordinator

Rabat, Malta Island
Permanent
Full-time

23 hours ago
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Job SummaryWe 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.

AX Hotels