Senior Reservations Executive
Salary not disclosedPosted 1 day ago
Closes in 30 days
About the company
Sheraton Fiji Golf & Beach Resort in Denarau is part of Sheraton Hotels & Resorts, a brand within the Marriott International portfolio. Sheraton has operated as a global hospitality brand since 1937, with properties in more than 400 communities worldwide. As part of Marriott International, the resort follows group-wide standards for guest service, training, and workplace culture.
About the role
This Senior Reservations Executive role is responsible for the accuracy of room blocks, reservations, and group market codes at the resort. The position processes reservation requests, changes, and cancellations received by phone, fax, or mail, and verifies room type and rate availability for guests. It also involves explaining guarantee, special rate, and cancellation policies, setting up billing accounts in line with accounting policies, and troubleshooting or escalating guest issues. The role carries a training and mentoring element, including communicating company values to new employees and assisting management with training, scheduling, and coaching staff, as well as acting as a first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
Key responsibilities
- Oversee accuracy of room blocks, reservations, and group market codes.
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
- Identify guest reservation needs, determine appropriate room type, and verify availability and rate.
- Explain guarantee, special rate, and cancellation policies to callers, and accommodate and document special requests.
- Apply sales techniques and upselling to maximize revenue.
- Set up billing accounts according to accounting policies.
- Troubleshoot, resolve, and document guest issues and concerns, or escalate to the appropriate individual.
- Assist management with training, scheduling, counseling, and coaching employees, and act as a role model and first point of contact for the Open Door Policy process.
About the successful candidate
- Diploma or Bachelor's degree in Hospitality, Tourism, Business, or a related field (preferred but not mandatory).
- Minimum 2-3 years of experience in hotel reservations, front office, call centre, or customer service roles.
- Strong communication skills with a clear, professional telephone manner.
- Proficiency in reservations systems (e.g., Opera or similar PMS) and good computer skills.
- Excellent attention to detail, accuracy, and organizational skills.
- Strong customer service orientation with the ability to handle guest queries professionally.
- Ability to multitask in a fast-paced environment and work collaboratively with the wider hotel team.
- Sales-minded with an understanding of upselling and revenue techniques, and must have legal working rights in Fiji.