Reservations Executive

Job description

Join our dynamic corporate team and become part of Aman Group. With offices strategically located around the world (Zug, London, Dubai, Singapore, Bangkok, Miami and New York), our corporate colleagues are at the forefront of driving innovation and excellence for our ultra-luxury brand. Role The Reservations Executive is responsible for managing guest booking requests and inquiries across Aman’s global portfolio, delivering personalised, efficient, and brand-aligned service. This role ensures every interaction reflects Aman’s commitment to ultra-luxury hospitality, maximising both guest satisfaction and conversion rates. In addition to handling core reservations, the position involves building complex itineraries, coordinating pre-arrival arrangements, and providing exceptional service for high-value guests including Aman Private Office clients, Club members, and Residential owners. Responsibilities Manage guest reservation requests across phone, email, and digital channels with efficiency, accuracy, and personalised attention. Convert qualified inquiries into confirmed bookings, applying rate strategy knowledge to optimise revenue and guest satisfaction. Accurately input and manage all reservations within Aman’s systems, ensuring data integrity and compliance with operational standards. Design and coordinate multi-property itineraries, guaranteeing seamless travel experiences across the Aman portfolio. Support pre-arrival planning and organise special requests to deliver customized guest experiences. Collaborate with property teams and regional offices to ensure flawless communication and execution of all reservations. Provide discreet, high-touch service for VIP guests, including APO clients, Club members, and Residential owners. Maintain comprehensive guest profiles, capturing preferences and history to enhance future interactions. Stay up to date on property offerings, seasonal availability, and promotional initiatives to provide informed recommendations. Proactively identify and resolve booking challenges, escalating complex issues to management when required. Requirements 3–5 years of experience in reservations, customer service, or a guest-facing hospitality role within a luxury environment. Exceptional written and verbal communication skills, with a refined and professional tone suitable for luxury clientele. Proven ability to deliver impeccable service standards across phone and email interactions. Strong attention to detail and accuracy in data entry, documentation, and system management. Experience using reservation or CRM systems (e.g., Opera, SynXis, Salesforce) preferred; training provided if needed. Ability to multitask and prioritise effectively in a fast-paced, global service environment. Demonstrated problem-solving skills and proactive approach to guest needs. High level of discretion and integrity when handling confidential guest information. Bachelor’s degree in hospitality, tourism, or a related field preferred; equivalent experience considered. Passion for luxury hospitality and a deep understanding of Aman’s brand values and service ethos.