Company Description
This is an exciting position within Ennismore’s growing portfolio of all-inclusive brands and will play a key role in launching two new brands with refreshed brand identities to the market in 2026.
Park Royal is a beloved vacation name in Mexico, and this role presents an opportunity to build on that success while evolving the brand to carve out a unique position in a popular all-inclusive market.
Rixos is a successful brand already established across the Middle East and Europe, and this is an important milestone in the brand’s global expansion.
Job Description
• Handle reservation requests via phone, email, messaging, and digital channels, providing clear information about rooms, rates, promotions, services, and policies.
• Register, modify, and confirm reservations in the system.
• Manage daily availability, preventing overbooking and inventory errors.
• Track payments, deposits, guarantees, refunds, and cancellations.
• Coordinate arrivals, special requests, and guest preferences with reception and other operational areas.
• Promote direct sales and additional services.
• Verify rates, restrictions, closing times, and current promotions across all channels.
• Follow up on pending quotes until they are closed or canceled.
• Review and respond to reservation-related questions or issues before arrival.
• Assist with occupancy reports, pick-up times, cancellations, and basic forecasts.
• Languages: Fluent in spoken and written English.
Qualifications
• Communication skills: Excellent verbal and written communication skills for customer service, sales follow-up, and resolving inquiries via phone, email, or booking platforms.
• Sales skills: Focus on sales, upselling, and cross-selling, aiming to maximize occupancy, average daily rate, and sales of additional services such as transportation, meals, activities, upgrades, or packages.
• Digital proficiency: Proficient in PMS, OTA extranets, email, Microsoft Office Suite, and reservation tracking tools.
• Organization and attention to detail: Accurate control of availability, rates, policies, deposits, dates, special requests, and documentation for each reservation.
• Problem-solving skills: Ability to handle changes, cancellations, overbooking, data entry errors, special requests, and complaints quickly and effectively.
Additional Information
ivan.ramireztlapapal@ennismore.com
pedro.pech@ennismore.com
