RESERVATION ADVISOR (USA - EAST COAST) M/F

Objective and purpose of the position

Under the responsibility of the Reservation Department Manager US, the Reservation Advisor assists Relais & Châteaux individual clients and travel agencies in creating memorable stays around the world. As a privileged contact, he/she advises, proposes and reserves unique experiences, with a high level of requirement and personalization, mainly for the North American market and occasionally for the European market.

MAIN MISSIONS

East-Coast based candidate

1. Support & Reservation

• Advise clients (BtoB and BtoC) wishing to book a stay within the Relais & Châteaux network
• Make reservations mainly by phone (incoming & outgoing calls) and by email
• Offer personalized itinerary according to clients’ needs
• Actively contribute to the development of revenue by achieving the set objectives (call duration, conversion rate, customer satisfaction…)
• Work closely with the East Coast Sales Manager to assist in handling travel agencies’ reservations managed in their portfolio

2. Management of specific requests & groups

• Ensure careful and rigorous follow-up with VIP requests
• Manage group and seminar booking requests
• Ensure quality follow-up and efficient after-sales service: disputes, cancellation conditions, booking commissions…

3. Operational support & continuous improvement

• Provide regular reporting to management
• Use CRM and booking tools in compliance with established processes
• Participate in the improvement of internal procedures and in the rise in quality of the service