Reservations Advisor – Head Office
Job Purpose.
To proactively answer all inbound and outbound holiday enquires ensuring that a high level of conversion is achieved. To work as a team member to ensure that all revenue, occupancy and yield targets are achieved. To be a champion of customer service.
Key Responsibilities / Duties:
• To achieve all call volume, conversion, bookings and revenue targets that are set by the Reservations Manager
• To ensure excellent customer service is delivered at all times to all existing and new customers
• To deal with all calls, internet, and face to face holiday enquiries into the business in a professional and efficient manner
• To respond to all customer queries via electronic communication, e.g. email, Social Media in a timely manner, ensuring accurate data capture
• To conduct adequate fact finds with all customers ensuring relevant and accurate information is established about their holiday needs.
• To effectively manage all leads taken from call through to booking ensuring all customers are adequately chased.
• To upsell and cross sell other products and services in line with the Company’s expectations.
• To update the Company Reservations database in an accurate and timely manner
• To chase all outstanding customer monies and complete all administration linked to any holiday booking.
• To actively drive outbound sales and calls to generate new holiday leads when requested by the Reservations Manager.
• To make outbound customer satisfaction survey calls when requested by the Reservations Manager.
• To ensure that all inventory and company product knowledge is up to date.
• To keep updated on all parks, local area and attractions information and ensure the relevant information can be provided to customer if required.
• To act as a point of reference for customer complaints
• Respond to customer complaints, listening to their concerns and taking action to resolve the issue to the satisfaction of the customer.
• Accurate notes must be taken and added to the booking and customer information on the online booking system.
• To undergo specific training as indicated by the Manager as and when required.
• Take all reasonable steps to protect the health, safety and welfare of all employees, patrons and visitors, by promoting safe working practices.
• Comply with company policies, rules and procedures at all times.
• Any other duties as required by your line manager commensurate with your role.
Skills required:
• Excellent communication skills both verbal and written
• Excellent organisational skills, with an attention to detail
• Excellent Office Administration skills
• A professional manner when dealing with customers and colleagues alike.
• Ability to work under pressure, in a claim and efficient manner to set deadlines.
Education / Experience:
• The right to work in the UK.
• Good IT skills including proficiency in Word, Excel, Outlook, with an understanding of a CRM.
• Experience in travel and tourism is desirable.
• Experience of working in a customer facing role.
• Experience of working in a sales and call centre setting.
