Concierge Executive International Focus

Dream Hotels & Resorts is committed to its 8 core values, including reliability, accountability, empathy, sustainability, humanity, trust, dynamism, excellence, joy, diversity, integrity, creativity, quality, and a joyful work environment. These values guide our daily decision making and operational requirements.

Position Overview

As a Concierge Executive with an international focus, you will play a critical role in delivering seamless and efficient service to our esteemed members. Your primary responsibility will be managing both local and international reservations, ensuring accurate and timely processing on our DVC8 system. You will also handle international flights bookings, manage cancellations in accordance with our scheme rules, and maintain up-to-date records of all transactions.

Reservations Management

• Accurately record local and international reservations on the DVC8 system.
• Process and approve payments when applicable.
• Handle cancellations in accordance with our scheme rules.
• Ensure system notes related to reservations are accurate and up-to-date.
• Reflect correct booking codes on the system.

International Booking

• Book international flights for members using Amadeus.
• Ensure international inventory is loaded and up-to-date on the system.
• Present payments for authorisation only after confirming that the member has an adequate points balance to cover the required reservation.
• Scan all reservation-related correspondence to member accounts.
• Maintain up-to-date records of international associate member transactions and reconcile exchange partner accounts.

Member Relations

• Develop and maintain professional relationships with all departments, exchange partners, agents, and members.
• Ensure satisfaction and retention of demanding members.
• Resolve disputes to ensure member satisfaction, including facilitating disputes between members and resorts.
• Address general queries within 24 hours.
• Effectively conclude face-to-face meetings with members.

Operational Support

• Ensure acceptable levels of service as part of the greater Member Services Concierge team, in alignment with the club's operational key results.
• Conduct courtesy calls as directed by the manager.
• Assist with inbound and outbound calls beyond international reservation queries as operational requirements demand.
• Maintain an up-to-date local and international waitlist and provide members with feedback on listed requests.

Experience

• Diploma in Travel and Tourism.
• Amadeus Certificate is a must.
• 3-5 years of experience using Amadeus.
• Reservations Management: Proven experience in managing local and international reservations within a hospitality or timeshare environment.
• Customer Service: Extensive experience in customer service and managing high-profile, demanding clients.
• Dispute Resolution: Experience in resolving customer disputes and maintaining high levels of member satisfaction.
• Operational Management: Experience in a role that requires balancing operational demands with customer service excellence.