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Job Summary

JOB DESCRIPTION

ROLE TITLE: Reservation Sales Specialist
PURPOSE OF ROLE: To guide the guest from enquiry to stay, and to create a truly outstanding guest experience.

YOU ARE RESPONSIBLE FOR:

• Converting enquiries into bookings, through effective, relationship-based sales and negotiation skills
• Owning the accurate handover of all elements of the booking to the Operations team, coordinating the complete delivery of every guest requirement
• Ensuring that all relevant data, information and requests are captured securely and according to entry standards
• Owning all elements of our monthly sales reporting
• Account management for SilverDoor and other notable booking agents
• Building genuine relationships with guests and suppliers, through timely, respectful and accurate communication
• Respecting the privacy and security of the guest and their data at all times
• Building a thorough knowledge of our portfolio and localities; you are empowered to find out more as required

YOUR KEY TASKS:
Key tasks include, but are not limited to:

• Responding to and following up on all reservation enquiries, either by email or over the telephone
• Preparing accurate proposals
• Proactively following up on warm leads, ensuring that all correspondence is logged
• Close collaboration with Property team, liaising on rate, availability, negotiations and bookings status
• Conducting property viewings, which may include local area & vicinity tours
• Ensuring that homeowner and guest confirmations are accurate, capture all requests, and are sent in a timely manner
• Accurate logging of guest & owner profiles, all enquiries and reservations in the PMS system (ResHarmonics), in line with entry standards
• Accurate upkeep of property information and availability in ResHarmonics, in line with entry standards
• Managing payments and deposits, ensuring that guest data is stored securely and accurately
• Processing ID reference checks
• Working together with the Operations team in a timely handover of confirmed bookings. Where required, assist in coordinating all guest requests, which might include car transfers, grocery shopping, excursions, baby-sitting, restaurant reservations etc.
• Weekly and monthly enquiry reporting, which could include data on contacts, income, revenues, volumes, conversion, occupancies, rates, lead times, and lost booking information
• Close communications with external agency contacts, including account management responsibility for SilverDoor and others. Tasks may include sending availability lists, sharing new properties and hot properties.
• Handling and logging guest complaints, aiming to resolve where possible, or escalate immediately
• From time to time, you may also be required to support in welcoming the guests, and/or liaising with property owners

HOW YOU WILL BE MEASURED:

• Booking conversion – from enquiry to confirmed booking
• Booked revenue & incremental guest spend
• Demonstrating our company values

YOU: You demonstrate our values of Excellence, Passion, Integrity & Care by:

• You are a natural at establishing authentic customer relationships. You take genuine care in matching the right guest to the right property
• Taking pride in accuracy and attention to detail. You are results driven, tenacious and responsible
• Displaying a can-do, entrepreneurial attitude. You smile, and you listen with empathy
• You show curiosity and eagerness to learn
• You treat guests, owners, colleagues and suppliers with kindness, respect and discretion
• You are friendly, warm and genuine

YOUR SKILLS:

• Proven track record of achieving sales targets
• Strong customer service experience (luxury preferred); ideally to include sales or reservations
• Excellent written and verbal communication skills
• Experienced in managing multiple tasks, priorities and deadlines
• Computer-literate; confident with using multiple systems
• Excel proficiency an advantage

If you are interested in this opportunity, please apply with your most up to date CV for a confidential discussion.