Job Description Together with your team, you will provide our guests with excellent service, starting with the booking process. Setting the standard for guest interactions and experiences via phone or email. As well as coordinating and managing your team, you will also be responsible for: Taking and processing bookings, as well as reviewing bookings, overbookings and options Overseeing and optimising the entire reservations process, ensuring smooth operations and maximum efficiency Setting and maintaining the highest standards for guest interactions and experiences across all communication channels Producing duty rosters and holiday schedules Conducting internal coaching and cross-trainings, as well as organising development training courses for Reservations staff Monitoring forecasts and checking budget projections Collaborating closely with both the Sales and Front Office teams, providing assistance during peak periods and ensuring seamless interdepartmental communication Implementing and maintaining a robust customer relationship management (CRM) system to track guest preferences and enhance personalised service Analysing reservation trends and guest feedback to continually improve services and processes Ensuring compliance with all relevant data protection regulations and maintaining the security of guest information