Luxury Reservations Concierge at Minor Hotels

Position Summary

• The Luxury Reservations Concierge is responsible for delivering an exceptional, highly personalised reservation experience for our most discerning guests. Acting as the first point of contact from the moment a reservation is confirmed, this role ensures every detail of the guest's stay is thoughtfully curated, creating memorable experiences before arrival and maintaining seamless communication until check-in.
• The role bridges the Reservations and Concierge functions, transforming reservations into personalised luxury journeys through meticulous planning, anticipation of guest preferences and proactive service.
• This position requires outstanding relationship-building skills, exceptional attention to detail, commercial awareness and an intuitive understanding of luxury hospitality.

Key Responsibilities
Guest Journey Management

• Personally manage a portfolio of VIP, repeat and ultra-luxury reservations from confirmation through to arrival.
• Contact guests prior to arrival to understand preferences, expectations and special occasions.
• Build genuine relationships with guests through personalised communication.
• Anticipate guest needs by reviewing guest history, profiles and previous stay preferences.
• Ensure every guest interaction reflects the highest standards of luxury hospitality.

Personalised Experience Planning

• Coordinate bespoke guest experiences including:
• Airport transfers
• Private aviation and helicopter transfers
• Dining reservations
• Spa experiences
• Excursions
• Celebrations and special occasions
• Butler requests
• Children's amenities
• Wellness programmes
• Tailor-made itineraries
• Recommend experiences aligned with each guest's interests and travel purpose.
• Liaise with external luxury service providers where required.

Reservations Excellence

• Process reservations accurately and efficiently in accordance with company standards.
• Maintain complete and accurate reservation records.
• Ensure all guest requests and preferences are documented within the property management system.
• Monitor room allocations for VIP guests in partnership with Front Office.
• Verify rates, packages and booking conditions.
• Identify opportunities to enhance guest experiences through personalised recommendations.

Guest Communication

• Maintain prompt, professional and engaging communication through email, telephone and messaging platforms.
• Respond to enquiries with warmth, confidence and efficiency.
• Ensure response times meet established luxury service standards.
• Manage changes, amendments and special requests with urgency and care.

Cross-Department Collaboration

• Partner closely with:
• Front Office
• Guest Relations
• Housekeeping
• Food & Beverage
• Spa
• Transportation
• Sales

Revenue Management

• Ensure all departments receive detailed guest preference information prior to arrival.

Revenue & Upselling

• Identify opportunities to enhance guest experiences through:
• Suite upgrades
• Dining experiences
• Spa treatments
• Exclusive excursions
• Private events
• Premium transportation
• Support achievement of ancillary revenue targets while maintaining a guest-first approach.

Guest Data & CRM

• Maintain detailed guest profiles and preference histories.
• Capture valuable guest insights for future stays.
• Ensure confidentiality and compliance with data privacy requirements.
• Contribute to guest loyalty through consistent personalisation.

Service Recovery

• Resolve reservation and pre-arrival concerns promptly and professionally.
• Take ownership of guest issues through to resolution.
• Escalate complex matters where appropriate while maintaining guest confidence.

Qualifications

• Diploma or Degree in Hospitality Management, Tourism or related field preferred.
• Minimum 3 years' experience in luxury hospitality.
• Previous experience within Reservations, Concierge, Guest Relations or Front Office.
• Experience within an international luxury hotel brand preferred.

Knowledge & Technical Skills

• Property Management Systems (Opera Cloud or similar preferred)
• CRS and Channel Management systems
• Microsoft Office Suite
• CRM systems
• Strong written and verbal communication
• Luxury guest engagement
• Revenue awareness
• High attention to detail

Success in the Role

• A successful Luxury Reservations Concierge is recognised not simply for processing reservations, but for creating deeply personalised experiences that make every guest feel recognised, valued and genuinely cared for before they even arrive. Through exceptional communication, anticipation of needs and meticulous coordination, they transform a booking into the beginning of an unforgettable luxury journey.