reservations agent

reservations agent London, England

Macdonald & Company
Full Time London, England 40000 - 12.04 GBP ANNUAL Today
Job description

Location

London

Salary

40,000

Job Type

Permanent

Reference

67401


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.

About Macdonald & Company

CEO: Peter Moore
Revenue: $25 to $50 million (USD)
Size: 51 to 200 Employees
Type: Company - Public
Website: www.macdonaldandcompany.com
Year Founded: 1994

reservations agent
Macdonald & Company

www.macdonaldandcompany.com
London, United Kingdom
Peter Moore
$25 to $50 million (USD)
51 to 200 Employees
Company - Public
HR Consulting
1994
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