Executive, VIP Reservations (Call Centre)

About the role

The Executive, VIP Reservations will be the primary point of contact for high‑value guests, delivering exceptional service through phone and email interactions. You will ensure reservations and special requests are handled accurately, promptly, and in line with the brand’s high standards.

Key responsibilities

• Provide outstanding service to VIP guests, understanding and exceeding their expectations.
• Handle inbound calls and emails, processing bookings, modifications, and special requests efficiently.
• Coordinate with internal departments to arrange products and services for RWS members and guests.
• Resolve guest feedback and issues professionally, ensuring satisfaction.
• Maintain accurate records of reservations and communications.

Required profile

• Minimum age of 21 years as required by the relevant regulatory authority.
• Diploma or equivalent qualification.
• Relevant customer‑service experience in a call‑centre or hotel environment.
• Willingness to work rotating shifts, including weekends and public holidays.

Required skills

• Proficiency with Microsoft Office applications.
• Familiarity with the Opera reservation system (advantage).