Reservations Executive Bristol
6 month contract
£15k pa + bonus
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JOB PURPOSE:
To provide an excellent reservations service to customers and bookers, maximising revenue and occupancy whilst ensuring the highest possible levels of customer service.
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KEY RESPONSIBILITIES
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KEY PERFORMANCE INDICATORS
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Deliver monthly targets and excellent customer service:
- Plan and organise workload to ensure that highest standards of customer service, satisfaction and care whilst meeting challenging monthly targets
- Answer the telephones in accordance with the SACO company standards
- Identify customer needs and convert enquiries to bookings
- Deal with queries and bookings in a polite and efficient manner within the SACO standards
- Build appropriate relationships with customers and bookers that encourage rebooking and SACO as a preferred supplier
- Encourage bookers to complete online surveys
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- Occupancy and revenue targets are met
- Feedback from customers and bookers
- Rebooking targets are met
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Systems:
- Manage own development to ensure the most efficient and effective use of SACO software systems eg SOLAR
- Keep systems up-to-date to ensure that available information is always accurate and useful
- Follow all booking policies and procedures to ensure that the booking processes run smoothly and the customer is satisfied
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- Processes are followed
- Customer satisfaction levels are achieved
- Occupancy and revenue targets are met
- Accuracy of information on the systems
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Work as a team:
- Look after and manage other team members bookings and enquiries when they are away from the office
- Provide buddy support for new team members
- Provide positive and constructive input at team meetings
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- Booker and guest feedback
- Target achievement
- Feedback from Reservation manager
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Self-Development:
- Manage own self-development to ensure that product knowledge is always up-to-date
- Undertake site visits to build relationships with operations personnel and ensure familiarity with product
- Proactively prepare for 1:1 meetings and appraisals with manager
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- Feedback from customers
- Feedback from Operations staff
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VALUES – the way we do things at SACO
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We stand for excellence in everything that we do, first class results, outstanding customer service and a fresh approach that keeps our customers coming back. Our core values are, therefore:
Excellence – We aim to be experts in our field. We make sure we do the little things right all of the time and keep setting ourselves higher standards to ensure we stay ahead of the competition.
Results – We are all here because we are trying to deliver a result. We set clear objectives and track how well we are doing. And when we do succeed, we celebrate success for individuals, teams and the company as a whole.
Service – SACO likes to treat others as we would like to be treated ourselves. Great service is about making people feel valued and respected and is the best way we can differentiate our brand.
Approach – We try to take a positive approach to everything and while what we are doing may be called "work", there's no reason why it can't be enjoyable and fun at the same time.
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COMPETENCIES:
- Results orientated
- Excellent communications skills
- Customer focussed
- Information seeking
- Teamwork and co-operation
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EXPERIENCE:
- Previous experience in a call centre environment, preferably within the leisure and tourism field
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LOCATION:
Core business hours 9am-5.30pm, flexibility may be required at times of high volume
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To apply for this position please send your CV with covering letter to
suemerryweather@sacoapartments.co.uk or by post to SACO Serviced Apartments, 7 Whiteladies Road, Bristol BS8 1NN
Due to the high volume of applications please accept that if you do not receive a response from us your application has not been successful on this occasion.
