Chargé(e) de Réservations - Cluster (H/F)

DESCRIPTION

To create, welcome, share and delight, offering ‘a dream life’ as an added bonus.

Evok offers its guests ‘a dream life’ at each of its venues (hotels, restaurants, spas, fitness clubs) by presenting a unique and contemporary take on the art of living found in Europe’s cultural and lifestyle hotspots.

Each brand has its own identity, yet they all share a common desire to offer a joyful and authentic sense of conviviality, influenced by the different environments in which Evok chooses to establish itself.

Nolinski is a haven of well-being in central, bustling neighbourhoods.

At Le Brach, Evok infuses a convivial and sophisticated lifestyle into prestigious neighbourhoods.

Evok also offers access to exclusive, private properties: Hameau de la Volière and Cour des Vosges.

Each location, therefore, has its own brand, ambition, world and living environment, inspired by the place where it is situated, offering everyone unique and joyful moments of life and well-being thanks to meticulous attention to detail and service excellence.

Evok aims to be a driving force in civil society: to help the men and women who make up its teams grow, to pass on expertise and interpersonal skills, to inject energy, and to move towards a more environmentally friendly future. It is a way of giving back, sharing success and creating a ripple effect within a corporate project that extends far beyond the workplace.

The story of the Evok Collection continues with its international expansion. Following the opening of Nolinski in Venice in 2023 and Brach in Madrid in 2024, Nolinski will open in the Gulf of Saint-Tropez and Brach in Rome in 2027, adding new chapters to a collection that is constantly evolving.

MISSION

Your role

Within the Evok Collection hotel group, the Cluster Reservations Officer embodies the brand’s DNA from the very first point of contact with the guest. Based at head office, you will be responsible for the centralised management of reservations across several properties, delivering a seamless, personalised and emotive experience in line with the principles of contemporary luxury and lifestyle.

As a true brand ambassador, you will play a direct role in driving sales performance, ensuring customer satisfaction and building customer loyalty!

We welcome applications from a wide range of candidates from all countries.

This role, based in Paris, requires an excellent command of both French and English.

We would be delighted to consider candidates wishing to relocate to or return to Paris as part of an international mobility programme.

Your main missions

Your main responsibilities will include:

Premium client experience

• Embody the brand’s spirit of luxury, lifestyle and experiential engagement in every interaction.

• Provide a personalised, warm and elegant service, even before the customer arrives.

• Build an emotional connection with leisure, VIP, influencer and corporate clients.

• Anticipate expectations and offer bespoke experiences that reflect the brand’s identity.

Cluster Reservations

• Manage individual and group bookings for several hotels within the cluster.

• Handle enquiries via telephone, email, the website, GDS, OTAs and partners.

• Ensure that guest details, preferences and booking history are entered accurately into the PMS.

• Ensure a consistent guest experience across the various properties

Groups & Events

• Manage enquiries regarding groups, weddings, private events and signature experiences.

• Work closely with the sales, events and operations teams.

• Ensure follow-up on options, contracts, deposits and rooming lists.

Performance & Revenue

• Implement the pricing strategy defined by Revenue Management.

• Optimise performance (occupancy rates, ADR, RevPAR) in line with the concept of accessible luxury.

• Identify opportunities for upselling and cross-selling (rooms, experiences, F&B, spa).

• Contribute to the achievement of the cluster’s commercial objectives.

Coordination & Operations Excellence

• Act as intermediary between hotels, head office, partner companies and customers.

• Contribute to the continuous improvement of booking processes and tools.

• Ensure compliance with brand standards and service quality standards.

PROFILE

• At least 3 years’ experience in hotel reservations or within a five-star establishment.

• Experience in a cluster or multi-property environment is highly desirable.

• Fluency in French and English (written and spoken).

• Fluency in Spanish or Italian (B2 level) is highly desirable.

• Proficiency in PMS systems (Opera, Protel, Mews or equivalent).

• Good knowledge of distribution channels (GDS, OTA, Channel Manager).

• An understanding of revenue management and commercial performance.

• Proactive with a flair for analysis and results.

• Keen attention to detail and customer experience.

• Excellent communication skills and interpersonal skills.