Job Description

Location Overview

Join our team in Amankila. Claiming a breathtaking stretch of coastline on the Lombok Strait, Amankila rests on a lush hillside beneath sacred Mount Agung. Connected by frangipani-lined walkways through the treetops, stilted suites offer spectacular views high on the hillside, while a three-tier infinity pool cascades at the property’s heart and the Beach Club leads to a private black-sand beach.

Role

We are seeking a passionate and experienced Reservation Agent, to join Amankila in Manggis, Karangasem, Bali! Reporting to the Front Office Manager you will be responsible for the daily Front Office operations within resort.

Responsibilities.

• Provide exceptional customer service to guests and travel agents, ensuring that all interactions align with Aman’s Brand Promises and Seva standards.
• Collaborate with other departments to ensure that guest preferences and special requests are communicated effectively.
• Always maintain professionalism and a well-groomed appearance, reflecting the resort's values in guest interactions.
• Participate in ongoing training to improve knowledge of reservation processes, guest handling, and FSMS protocols where applicable.
• Respond to guest reservation requests via phone and email promptly and politely, ensuring all details are accurately recorded.
• Ensure that all guest preferences and special requests are captured and communicated to the relevant departments, ensuring a personalized guest experience.
• Follow FSMS guidelines in handling guest inquiries related to in-room dining, food safety, or special dietary requests during the booking process.
• Maintain an up-to-date knowledge of room availability, resort services, and local attractions to assist guests effectively.
• Ensure that the reservation desk is kept clean, organized, and well-maintained to uphold the resort’s standards of professionalism.
• Assist in handling VIP reservations, ensuring that special preferences and arrangements are communicated effectively to the relevant departments.
• Be familiar with all Aman resort properties to assist with inter-hotel reservations and cross-selling opportunities.
• Ensure that all reservation systems and tools are functioning correctly and report any issues to the Front Office Manager.
• Carry out additional tasks as directed by the department head to support the smooth operation of the reservations desk.
• Process reservations accurately, ensuring all booking details are properly recorded in the reservation system and filed accordingly.
• Manage daily reservation files, updating guest details, and attaching amendments to the original reservation files.
• Handle all reservation-related correspondence, including confirmations and responses to guest inquiries, ensuring timely follow-up.
• Ensure accurate billing information is recorded for each reservation, and handle any inquiries related to rates, payments, or cancellations.
• Collaborate with the Sales & Marketing team to handle special requests, group bookings, and rate inquiries.

Requirements

• Minimum 2 to 3 years of experience in reservation agent within luxury hospitality within luxury hospitality.
• Bachelor’s degree in hospitality.
• Excellence communication, negotiation, and relationship-building skills.
• Proactive, resourceful, a team-player, self-motivated and action-oriented.
• Excellence computer skills and systems (MS Office, OPERA).
• Excellent English written and verbal communication skills.

Benefits

• Meals and transportation allowance.
• Health insurance.
• Public holidays and weekly holidays.
• Uniform.

If you thrive in an ultra-luxury environment and are passionate about warm and personalized hospitality where every detail matters, we invite you to join us on our journey.