Purpose of the role

The purpose of the role is to manage reservations and related customer enquiries efficiently and accurately, maximise booking conversion, and maintain up-to-date booking records while delivering friendly, professional service at every touchpoint.

Key responsibilities

• Handle inbound and outbound reservation enquiries by phone, email and booking platforms with a customer-focused approach.
• Process bookings, modifications and cancellations accurately using the company reservation system.
• Provide clear information on rates, availability, packages and standard policies as required.
• Work with front-of-house and operations teams to ensure bookings are communicated and executed smoothly.
• Identify opportunities to upsell suitable products or services in line with customer needs and company guidelines.
• Maintain accurate records, follow data-entry standards and contribute to regular reporting on booking activity.
• Resolve routine customer issues and escalate complex cases to managers when necessary.

Essential skills and experience

• Proven experience in reservations, customer service or a travel/hospitality contact-centre environment.
• Strong verbal and written communication skills in English and French; comfortable speaking with customers from diverse backgrounds.
• Excellent attention to detail and accuracy when entering bookings and handling payments.
• Ability to use reservation systems, booking engines or CRM software; quick to learn new technology.
• Customer-focused attitude, good problem-solving skills and the ability to prioritise under pressure.
• Ability to cover the Front Desk during high demanded periods.
• Right to work in the country where the role is based.

Desirable skills and experience

• Experience with specific property management systems or global distribution systems (GDS).
• Additional language skills beyond English, German is a plus.
• Experience in upselling or revenue-driven reservation practices.
• Familiarity with Travel & Tourism compliance and data-protection basics.

Qualifications

• No formal qualifications are universally required, but a background in hospitality, travel, or relevant customer-service training is advantageous.

What the organisation offers

Vertiq Hospitality Partners offers a friendly working environment typical of roles in Travel & Tourism, with a benefits package that may include training and development, career progression opportunities, and staff travel or hospitality discounts commonly found in the sector. Pay: Selon expérience.

Working pattern: Full-time, Permanent.

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