• To maintain full knowledge of Resort facilities (Hotel, Golf, Spa, Tennis, Village Square, Rentals, other elements), Room/Property Types, and Sport booking types to handle guest enquiries promptly, make reservations, and upsell/cross-sell effectively.
• Ensure high customer service standards in line with departmental SOPs.
• Coordinate with resort guests and external partners (travel agents, local companies, hotels, golf courses, community).
• Receive and input contract rates in PMS systems, ensuring compliance with rate policies and sales strategies.
• Process and confirm reservations via phone, email, online channels, partners, etc., for Hotel, Golf, Sports, Rentals, and Practice Facilities.
• Respond to emails within 48 hours and process online payments.
• Prepare vouchers, issue proformas, and follow up on prepayments as instructed.
• Ensure bookings are accurate and complete for Front Office teams.
• Allocate rentals, tee times, courts, and lessons at booking stage.
• Maintain proper filing and ensure next-day arrivals and sports bookings are correctly prepared.
• Manage reductions, stop sales, blocks, cancellations, and no-shows.
• Update occupancy, availability, rates daily, and follow all cancellation policies and T&Cs.