Reservations Coordinator

About Belmond

Belmond is a collection of iconic hotels, trains, safaris and river cruises worldwide. Culture, community and cuisine take centre stage in curated adventures, from the Mediterranean to Machu Picchu. Inspiring retreats are set on Caribbean beaches, by the edge of Iguassu Falls and overlooking the Amalfi Coast. Awe-inspiring train journeys include the legendary Venice Simplon‑Orient‑Express and Andean Explorer. Luxurious river cruises allow guests to glide through the heart of France, while extraordinary safaris show Africa at its most majestic.

Belmond celebrates the art of travel, with experiences like riding on horseback through the Okavango Delta. With our vast offerings, the opportunities to craft a unique career here are endless. Join us and achieve the truly exceptional.

• Own all steps of the post reservation process, from follow‑up tasks and customer queries to ensuring all details are correct and ready for the customer.
• Work closely with all relevant departments to ensure that all required actions are fulfilled in a timely and accurate manner.
• Shift into other aspects of customer reservations as required.
• All tasks and activities related to a customer post‑booking, ranging from ensuring payments are taken, questions answered, tickets and relevant documentation delivered.
• Make sure every customer has a personal interaction on any queries that they may have.
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel.
• Meet assigned targets ensuring we meet any key deadlines required.
• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered.
• Treat every interaction in a professional manner and yet done in a conversational, natural and warm manner.
• Use all channels of communication.
• Work proactively with operations to ensure any immediate customer contacts or changes required are carried out within the given time frames.
• Process customer requests quickly and accurately.
• Adjustments to customer's itinerary and ensure they are kept informed.
• Work within provided guidelines, suggest perks or enhance opportunities for our most loyal guests.
• Upsell – treat every customer interaction as an opportunity to enhance each and every guest stay by suggesting additional add‑ons such as upgrades, transfers, experiences etc.
• Perform quality control on all bookings prior to issuing travel documents and follow up to obtain any missing information or special requests.

• All tasks and activities related to a customer post booking (as above).
• Make sure every customer has a personal interaction on any queries.
• Meet SLA targets such as response times, case/queue management and case classification accuracy.
• Meet assigned targets ensuring key deadlines required.
• Ensure guest profiles contain accurate data and preferences.
• Treat every interaction in a professional manner.
• Use all channels of communication.
• Work proactively with operations.
• Process customer requests quickly and accurately.
• Adjust itinerary and keep customers informed.
• Suggest perks or enhancements for loyal guests.
• Upsell and enhance guest stay.
• Quality control on bookings.

• Show expertise in all systems required to carry out day‑to‑day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and Info Hub.
• Ensure guest profiles are kept up to date and accurate.
• Take ownership of each guest interaction to capture all information and ensure it is entered correctly into the necessary systems.
• Identify duplicate profiles and flag for merging to keep database clean.
• Meet and exceed targets set for data capture and complete customer requests prior and post stay.
• Suggest enhancements or new ways of working within the systems where a process can be improved.
• Be true owner and gatekeeper for Info Hub, ensuring it is up to date with rich and relevant information.
• Request additional information be added to Info Hub where there are gaps or missed storytelling opportunities.
• Continuously monitor and give feedback on AI routing for ongoing improvements and accuracy.