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Job description / Role Purpose of position To manage guest inquiries and reservations with exceptional service, ensuring seamless booking experiences while optimizing revenue and maintaining the highest quality standards. Key roles & responsibilities Master revenue & pricing strategies Demonstrate a deep understanding of pricing principles and revenue management strategies across all segments, including retail, negotiated, leisure, group, and other specialized categories. Ensure seamless application of rate restrictions, hurdles, and availability controls to optimize revenue. Maximize revenue & conversion Convert inquiries into confirmed reservations through personalized engagement and expert upselling techniques. Align reservations with the hotel's revenue management strategies to drive optimal performance. Deliver bespoke guest experiences Provide highly personalized service, tailoring each interaction to meet the unique needs and expectations of ultra luxury clientele. Exhibit expert knowledge of all hotel products, services, and experiences to craft bespoke guest journeys. Ensure seamless communication & accuracy Handle all reservation-related emails and calls with precision, ensuring a flawless and efficient booking process. Maintain meticulous accuracy in the PMS database, ensuring proper market segmentation and data integrity. Optimize sales & relationship management Identify and capitalize on sales opportunities through individual travelers, corporate accounts, wholesalers, and luxury travel agencies. Strengthen relationships with elite clientele by offering personalized recommendations and VIP experiences. Uphold brand excellence & quality standards Consistently achieve targeted scores in LQA & IFH hotel mystery shopping audits. Ensure all reservations adhere to the highest standards of data accuracy and guest satisfaction. Leverage advanced systems & technology Demonstrate full proficiency in Opera PMS, Resaweb, and other revenue management tools. Maintain comprehensive knowledge of the hotel's telephone system to ensure seamless communication. Support strategic initiatives Assist the Reservations & Revenue Management leadership with special projects and strategic initiatives. Contribute to achieving departmental goals, including ALL loyalty program enrollments and guest engagement metrics. Qualifications Personal attributes Adaptability & agility Meticulous attention to detail Multitasking & efficiency Organizational excellence Exceptional communication & interpersonal skills Problem solving mindset Qualifications Degree/diploma in training and development or hotel management Working knowledge of Opera, Microsoft Office Fluency in Russian is required Experience Minimum 2 years experience in hotel or resort, as reservations agents Luxury hotel or resort background preferred Understands the local culture and has worked in the region