Reservations Executive

About the Company

Hotel St Moritz, part of the MGallery Hotel Collection, is positioned in Queenstown’s alpine setting and focuses on refined hospitality, local sustainability, and a guest-first culture. The organization emphasizes care, kindness, wellbeing, and teamwork, and offers the chance to contribute meaningfully within a global brand while supporting the local community.

Role Overview

This role is responsible for handling guest reservations with speed, accuracy, and professionalism. The position requires prompt responses to enquiries, strong telephone and email etiquette, and accurate sharing of property information so that occupancy and room revenue are optimized.

Key Duties

• Receive, enter, and manage group, FIT, and corporate bookings in line with the property’s reservations procedures.
• Support the Events & Groups Executive with reservations-related work.
• Answer incoming calls quickly, ideally within three rings, using the hotel’s standard greeting and gathering all necessary details.
• Complete all reservation actions within the same working day.
• Take ownership of enquiries and ensure they are followed through to resolution.
• Prepare outbound correspondence in line with company rules and obtain approval for any unusual correspondence from the Rooms Division Manager, General Manager, or a senior executive.
• Carry out requests from the Revenue Team.
• Apply published rates from the Rate Manual or approved rate promotions, and escalate any exceptions through senior management.
• Promote Accor Live Limitless membership and its benefits.
• Set traces and alerts for smooth guest stays, including ALL status level details, rate exceptions, celebrations, and special requests.
• Calculate and record commissions on a weekly basis.
• Monitor and reply to enquiries received through third-party booking portals where access is available.
• Maintain a proactive sales mindset to improve both occupancy and room rate performance.

Skills and Experience

The ideal candidate brings prior exposure to hotel guest services or front office operations, along with working knowledge of Opera or a similar property management system. Strong English communication, excellent time management, the ability to juggle multiple tasks, and a polished professional presentation are essential. The role also suits someone who works independently, is approachable and engaging, and understands the expectations of luxury guests.

Additional Requirements

A clean police record is required. This is a permanent position with a minimum guarantee of 30 hours per week.

Values

• Passion and Pride: Show genuine enthusiasm for the brand, guests, and colleagues, and use emotional intelligence in daily work.
• Excellence: Take a broad business view and push every area toward best-in-class performance.
• Empowerment: Act like an owner, accept accountability, and work confidently with clear KPIs and autonomy.
• Proximity: Foster a family-like atmosphere built on solidarity, responsibility, and open dialogue with the field.
• Trust and Transparency: Communicate openly, keep nothing hidden, and treat feedback as valuable input.
• Long-Term Relationship: Build a strong sense of belonging and lasting connection with everyone involved.
• Bespoke & Free: Deliver highly tailored, experience-led service and encourage creativity.