Costa Navarino is in Messinia in the southwest Peloponnese, in one of the most unspoiled and breathtaking landscapes in the Mediterranean. It is currently home to four 5-star deluxe hotels, The Romanos, a Luxury Collection Resort and The Westin Resort at Navarino Dunes, W-Costa Navarino and Mandarin Oriental at Navarino Bay. In the coming years, more upscale branded hotels will be added to our portfolio, both in Messinia and Athens.
Navarino Dunes Costa Navarino facilities include 766 bedroom units award winning Anazoe Spa, a 4,000m2 spa & thalassotherapy center, four multi-awarded, signature golf courses, over 20 fine dining venues, 5,000 m2 House of Events and a wide range of sports, such as the “Mouratoglou Tennis Center”, Bayern Munich football academy, Navarino Outdoor and many more.
W Costa Navarino, exclusively for adults and young adults over 12 years old, offers 226 stylish rooms, 2 bedroom suites and 3 bedroom villas with infinity private pools, staged in the Bay of Navarino with stunning Ionian Sea views, The Watersports Center, The Away Spa and gym with a heated 25m-long lap pool, including the new Navarino Agora, an open marketplace with retail, street food, open-air cinema and exciting programming throughout the day and night.
The Residences Reservations Executive plays a vital role in managing reservations for Westin Apartment Owners, Potential Owners as well as Villa Rental Tenants, ensuring accurate guest information, and facilitating seamless booking processes to optimize occupancy and guest satisfaction.
Responsibilities
Reservation Management:
- Receive and process reservation inquiries, whether via phone, email, or online platforms, promptly and accurately.
- Verify availability, rates, and specifications based on guest preferences and booking requirements.
- Provide personalized recommendations and assistance to guests to help them select the most suitable villa residence for their stay.
- Secure reservations by recording all relevant details in the reservation systems (OVOS / OPERA) and confirming bookings with guests via preferred communication channels.
- Is fluent on all hotel products and services
- Supports Management with special projects as required
Reservation Confirmation:
- Confirm reservations with guests, providing all necessary details, including dates, rates, amenities, and payment terms.
- Send confirmation emails or letters to guests, outlining reservation details and any special requests or arrangements.
- Collect necessary guest information, including contact details, special requests, and preferences, and enter it into the reservation system accurately.
Guest Communication:
- Communicate with guests within 48 hours to confirm reservation details, provide booking confirmations, and address any special requests or inquiries.
- Ensure clear and professional correspondence with guests, maintaining a high level of customer service at all times.
- Collaborate and relay the information to the Concierge Team, Client Service or Club Managers to assist guests with pre-arrival arrangements, including airport transfers, special amenities, and additional services as requested.
Payment Processing:
- Collect payments for villa reservations in accordance with established policies and procedures.
- Process credit card transactions, bank transfers, or other payment methods securely and accurately.
- Follow up with guests to obtain any outstanding payments or payment authorizations before their arrival.
Reservation Modification and Cancellation:
- Handle reservation modifications and cancellations promptly and professionally, in accordance with established policies and procedures.
- Notify guests of any changes to their reservations and assist them in making alternative arrangements if necessary.
- Process refunds or adjustments to reservation charges as required, following proper documentation and approval procedures.
Documentation and Record-Keeping:
- Maintain accurate records of all reservations, including guest information, booking dates, villa preferences, and special requests.
- Update the reservation systems (OVOS / OPERA) regularly to reflect changes in booking status, room assignments, and guest preferences.
- Generate reports as required to track reservation trends, occupancy rates, and revenue projections.
- Ensure compliance with data protection regulations and confidentiality policies when handling guest information and reservation records.
Coordination with Other Departments:
- Collaborate closely with the Front Office, Housekeeping, Client Service and Club Managers Teams to ensure seamless guest experiences from booking to departure.
- Communicate special guest requests, preferences, and arrival details to relevant departments to facilitate personalized service delivery.
- Coordinate with the Sales and Marketing Team to promote villa availability, special packages, and promotional offers to maximize occupancy and revenue.
Customer Satisfaction:
- Anticipate guest needs and preferences to provide personalized recommendations and enhance the overall guest experience.
- Address guest concerns, complaints, or reservation modifications promptly and professionally, seeking solutions to ensure guest satisfaction.
- Communicate with guests within 48 hours after the departure to Follow up with guests post-stay to gather feedback, address any issues, and foster guest loyalty and repeat bookings.
Requirements
- Bachelor's or Associate’s degree in relevant field
- To fill this position the candidate must have a sale orientated personality, being able to converse with a wide range of experienced and inexperienced customers, in both the local language and in English.
- At least 2 years’ experience in a relevant position in a 5* hotel will be considered an asset.
- Be fluent in Greek and English, verbal and written (Other languages such as German will be considered a plus)
- Be able to take a customer focused decision by themselves, whilst remaining cognizant to contracts
- Display passion for our customers, and enthusiasm for the job
- Possess strong computer skills, including Microsoft Office, (Excel/PowerPoint/Word). Experience in Opera PMS will be considered a plus
Benefits
- Competitive compensation package
- On going training opportunities
- Accommodation in the vicinity of Navarino Dunes (for non Messinians)
- Meals within the premises
- Private Medical Plan
- Use of Navarino Dunes Facilities, according to the relevant policies
