Reservations Agent – LEGOLAND® Hotel

Description:

The Reservation Agent ensures the smooth and efficient reservation process and provides service excellence to all enquiries over the phone and by email.

Responsibilities:

• Work accurately according to reservation procedures, resulting in excellent inventory management, statistics and minimal no shows & denials.
• Apply the day to day function of the hotel reservations and call centre.
• Maintain consistent telephone standards incl for cluster services between Parks and Hotel.
• Be pro-active in ensuring enquiries are attended to promptly and in a professional manner, ensuring optimum conversion.
• Promote the company vision and values when dealing with both internal & external customers.
• Build excellent internal and external customer relationships by delivering a professional and dedicated service.
• Assist with departmental risk assessments and ensure they are carried out, that safe working procedures are in place for all work activities and that all employees are aware of Group Health & Safety policy and their obligations under it.

Business Impact / Results:

• Assist with the optimization of hotel rooms revenue through service excellence.
• To proactively support in achieving targets set for hotel bedroom sales.
• Follow the pricing strategies for the hotel to optimise yield opportunities through upsell product and services.
• Take a responsible approach towards time keeping and attendance within the work place to ensure department runs effectively at all times.
• Actively support meeting the hotel rooms related KPI targets.
• Remain approachable and reflect the fun and friendly company culture.

Job Requirements:

• Reservations & group reservations experience
• Knowledge of Opera preferred
• PCI Compliance and Data protection
• Correspondence management, filing and reviewing
• IT systems
• Managing over-sell of room types without impact to guest experience
• Resolving overbooked/book out situations including re-housing of guests/groups
• Rate discrepancies with package bookings, group bookings and negotiated accounts
• Customer feedback and complaint resolution
• 2 – 4 years of successful experience in a similar position within a comparable hotel/resort.
• Proven track record of leading teams focused on driving a measurable increase in hotel bookings.