Руководство отеля
Cluster Head - Reservations & Guest Service Centre — оригинальное название в объявлении
SONEVA · Maldives (Cluster)
Сколько платят на такой роли
Источник цифр: по рынку, в вакансии не указана.
Оклад — рыночная вилка по роли, не условие работодателя. Точную цифру называет отель на собеседовании.
Что даёт работодатель
“Could you confirm what the package includes: accommodation, meals, medical insurance, and an annual flight ticket home?”
По-русски: что входит в пакет — жильё, питание, страховка, билет домой.
Где будешь жить
Про жильё в объявлении ни слова.
“Where do staff in my position currently live? How many people share a room, and what is the Wi-Fi like in the staff area?”
“Is the staff accommodation on the resort island or on a nearby local island?”
Что это значит по-русски: где живут люди на вашей позиции, сколько человек в комнате, какой интернет, и на этом ли острове жильё.
Что делать · Требования
Что делать
About the Role The Reservations & Guest Contact Centre is the commercial heart of Soneva's guest journey. It supports global sales offices and resort teams to convert enquiries into confirmed bookings, while ensuring every interaction reflects Soneva's luxury service standards. In this role, you will lead a multicultural Reservations & Guest Service team. You will drive operational excellence, service quality, commercial performance, and continuous improvement across the sales lifecycle, ensuring a world-class service centre experience for Soneva's Ultra High Net Worth Individual (UHNWI) guests. Key Responsibilities • Manage a centralised Reservations & Guest Service Centre supporting multiple luxury resorts and global sales offices across different markets and time zones: handle reservations, enquiries, amendments, cancellations, and guest requests in a timely manner. • Drive booking conversion while maintaining exceptional guest experience; monitor service levels, response times, and operational KPIs. •Lead, coach, and develop a multicultural Reservations & Guest Service team, fostering collaboration, accountability, engagement, and continuous development, manage workforce planning, scheduling, productivity, and capability building across specialists and team leaders. • Ensure every guest interaction reflects Soneva's personalised luxury service philosophy while balancing operational efficiency and guest experience for UHNWII guests, support complex guest requests and escalations; partner closely with resorts and sales teams to deliver seamless guest journeys. • Support revenue optimisation by maximising enquiry conversion; identify opportunities to improve booking quality and commercial performance; collaborate with Revenue Management and Sales teams. • Improve reservations processes and the guest journey; drive SOP development and operational excellence; implement new technologies and automation; use data to improve quality and efficiency. What We're Looking For • Minimum 8 years' experience in luxury hospitality reservations, guest services, contact centre, or commercial operations; demonstrated experience leading medium to large operational teams; experience managing multicultural and geographically diverse teams. • Strong understanding of the sales process and use of systems such as reservations systems and CRM to drive commercial performance. optimise conversion, and enhance the guest journey, experience working closely with Revenue Management and Sales teams. • Strong analytical and operational decision-making skills; proven ability to lead operational transformation and change is a strong advantage. • Passion for luxury guest experience; exceptional communication skills; English language essential, additional languages an advantage.
Оригинал объявления
Кто работодатель
В объявлении работодатель не назван по имени курорта.
Этот работодатель ещё не связан с курортом в нашем справочнике, поэтому страницы острова здесь нет. Связь достраивается по названию острова — придумывать курорт мы не будем.