Stay Designer – Personalized Guest Experience

About the role

The Stay Designer creates tailor‑made experiences for direct guests, handling reservations, special requests and itinerary planning. Working closely with hotels, sales, marketing and revenue teams, the role ensures a seamless, high‑quality stay while supporting revenue optimisation.

Key responsibilities

• Design personalised stays by gathering guest preferences and crafting custom itineraries, room selections, amenities and services.
• Manage reservations for direct, web and OTA guests using Opera Cloud, ensuring accurate booking, updates and modifications.
• Provide outstanding customer service, promptly addressing inquiries via phone, email or other channels.
• Identify upselling opportunities for higher room categories and additional services to enhance guest experience.
• Utilise reservation systems (Opera Cloud, SynXis) and OTA extranet platforms (Booking.com, Expedia) efficiently.
• Uphold company policies, LRA standards and CHML regulations, aiming for an audit score of at least 85%.
• Collaborate with Front Office, Sales, Marketing and Revenue departments to ensure smooth operations.
• Resolve guest concerns and challenges related to bookings and stay details.

Required profile

• Strong customer‑service orientation with attention to detail.
• Ability to follow standard operating procedures and company policies.
• Effective communication skills for interacting with guests and internal teams.

Required skills

• Opera Cloud reservation system.
• SynXis booking integration.
• OTA extranet platforms (Booking.com, Expedia).
• MIPS Payment Platform.