KEY RESPONSIBILITIES
Deliver monthly sales targets and excellent customer service:
-To respond to all incoming enquires to ensure monthly occupancy and revenue targets are met while delivering the highest standards of customer service.
-Answer the telephones in accordance with SACO company standards, dealing with queries and bookings in a polite and efficient manner.
-Identify customer needs and convert enquiries to bookings to achieve conversion targets.
-To produce invoices and confirmations accurately and on time.
-Build appropriate relationships with customers and bookers that encourage rebooking and using SACO as a preferred supplier.
-Undertaking apartment viewings as required generating new business opportunities.
Guest services:
-Meet and greet of all arriving guests. Provision of keys and show to apartments.
-Management of the Bristol switchboard. Answering the telephones in accordance with SACO company standards. This will include dealing with calls to/from guests, message taking and transfer of calls.
-Respond to any issues or complaints guests may have during their stay, ensuring remedial action is taken where applicable.
-Support with housekeeping and maintenance and other duties as required.
-Handling requests for ancillary services e.g. Broadband, car parking and prepare bills for customers as required.
-Encourage guest and bookers to complete guest surveys.
Systems:
-To be proficient with the main computer systems used by SACO for reservations and property management.
-Follow all booking policies and procedures to ensure that the booking processes run smoothly and the customer is satisfied.
Work as a team
-Look after and manage other team members’ bookings and enquiries when they are away from the office to include providing cover for breaks and holidays.
-Provide buddy support for new team members.
-Provide positive and constructive input at team meetings.
Self-Development:
-Undertake training to ensure that product knowledge is always up-to-date.
-Undertake site visits to build relationships expand product knowledge.
-Proactively prepare for 1:1 meetings and appraisals with manager.
COMPETENCIES
-Results orientated
-Excellent communications skills
-Customer focussed
-Teamwork and co-operation
-Good organisational skills and attention to detail
-Excellent computer skills
EXPERIENCE
Previous experience in a reservations or front of house role, preferably within the travel or hospitality industry.
LOCATION
-Based at Broad Quay, Bristol.
-Shifts are organised in conjunction with other team members to ensure cover is provided at all times (7 days per week, 7am -11pm). Shifts will be rostered to work 5 out of any 7 days per week to cover opening hours; therefore, weekend working will be required. The nature of the role will require a high degree of flexibility particularly at busy periods. Travel to Head Office in Bristol and other apartment locations will be required.