Reservations Executive

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.