Contact Centre Sales Executive

Posted 6 days ago by Customer Management Resourcing
Easy Apply Ending soon

Reservations Sales and Service Executive

Overview

Are you looking for a unique opportunity working for a hotel group , to provide discerning guests with a premium personal service?

  • As part of our team of highly skilled team of experts you will deliver a truly exceptional service which leaves every guest feeling that nothing is too much trouble.

Purpose of Role

To manage guest telephone and email enquiries and communicate with guests in a professional, courteous and friendly manner in order to deliver consistent seamless service .

  • To determine individual guests requirements and to convert those in to confirmed bookings to promote hotel services and maximize revenue .
  • To facilitate smooth and effective communication with all departments, ensuring a seamless, highly satisfactory and incomparable service including email and telephone communications.
  • To arrange all guest requirements prior to arrival to ensure their stay is seamless, anticipatory and without complaint.
  • Act as an ambassador of the Hotel with guest and colleagues.

Core Job Responsibilities

To handle and convert guest enquires in order to optimize business opportunities and maximise guest satisfaction .

  • Work as part of a dedicated team of service professionals and handle contacts primarily through email and voice.
  • Assist guests with enquiries related to the hotels, to satisfy needs and promote Hotel services.
  • Process all bookings and follow up activities using Opera for room reservations in accordance with guest profiles and Loghos for restaurant reservations.
  • Understand guest requirements & convert enquires into confirmed bookings in order to maximise revenue from telephone and email enquiries.
  • Explain and actively sell the Hotels products and facilities and display thorough knowledge of Hotel services and promotions.
  • Answer the telephone clearly maintaining the luxury brand guidelines, delivering excellent customer service and sharing relevant customer feedback to the team for further action.
  • System housekeeping to include minimising guest/company/travel agent profiles by actively searching and merging profiles where required.
  • File all correspondent relating to all reservations and enquiries and process all cancellations and amendment documentation via the Serenata system.
  • Maintain Travel Agent and guest profile information in accordance with hotel policies and procedures.
  • Confirm other hotel services but not limited to ; reserving car transfers via Concierge, babysitting via Housekeeping, special amenities via In Room Dining, flowers via Florist.
  • Co-ordinate and communicate all information with relevant departments and internal customers regarding guest reservations and requirements.
  • Ensure effective transfer of information across shifts e.g. guest needs, VIP’s, deposits, etc
  • Participate in Departmental Meetings and relevant training sessions to acquire fresh knowledge & improve operational & service standards.
  • Consistently maintain brand standards while conversing and demonstrating the company values at all times
  • Any other duties considered to be a reasonable request required to fulfil the roles requirements

Education

  • Secondary school education and other relevant qualifications.
  • Telephone training and customer service training
  • Proficient in Microsoft office and agility in the use of technology and systems.

Experience

  • Experience of working in a premium brand within hotels, travel agencies, call centres , airline reservations departments or hospitality environment.
  • A confident and articulate telephone manner and written capability in English

Functional Skills, Knowledge

  • Strong communication skills both written and spoken and good telephone etiquette .
  • Specialist language speakers must also be able to communicate in preferred languages which include; English, French and Italian, across written and voice channels to the required standard.
  • Excellent customer service and the ability to establish the needs of the customer and develop good customer relationships whilst displaying empathy.
  • The ability to be a team player and be able to demonstrate strong problem solving capabilities and first contact resolution.
  • Strong planning, organisation and administrative skills, with a keen eye for detail and ability to multi task .
  • A passion for providing outstanding guest service and display excellence in personal grooming & presentation.
  • Must have interest in developing a thorough knowledge of luxury products.
  • Good listening skills and the ability to anticipate guest needs .
  • Ability to work across all levels and functions of the department under own initiative in a highly pressured environment.

The Multi Lingual Reservations Sales Executive must provide evidence of the Right to work in the UK

Pay and Benefits

  • Base salary £25,000 per annum.
  • Non-contractual contact centre bonus scheme.
  • Company pension scheme .
  • Life assurance
  • 28 days paid holiday inclusive of bank holidays .
  • Employee assistance programme.
  • Season ticket loan.
  • Long service awards in multiples of 5 years .
  • World-class training and development.
  • Friends and family discounts .
  • Complimentary nights with breakfast within the hotel group.
  • 50% discount at selected restaurants within the hotel group.
  • Participation in a variety of social events and Corporate Social Responsibility activities throughout the year .
  • Employee Introductory Scheme offered - £750.00 .
  • Meals provided while on duty .
  • Uniforms provided or complimentary dry-cleaning .

Required skills

  • Bookings
  • Customer Service
  • Hotels
  • Luxury
  • Opera

Reference: 37497846

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