• Making sure the Reservation team is suitably trained (both on systems and product) for the tasks expected of them
  
• Liaison with the Regional Reservations Manager to ensure SOPs are kept up to date and regularly reviewed and reshared with the Res team
  
• That all Reservation work is distributed equitably especially managing the Off-Duty Comms
  
• That the res team have the (non-ResRequest) tools required to do the job, - internet, laptops, emergency phones
  
• Resource for the team when they need guidance on product, interpretation of rates or Ts and Cs
  
• Ensure all groups and allocations are kept up to date and space used optimally
  
• Ensure provisionally held space is not held overly long and without approval
  
• To minimize instances of Overbooking
  
• First point of contact for agents when they have any problem with the Res team
  
• To deal efficiently and politely with all telephone, email, internet and ‘in person ‘inquiries.
  
• To ensure that all reservations are recorded following established procedures with full and clear information and that they are inputted accurately and promptly into the system.
  
• To maximize revenue by converting inquiries, recognizing business prospects and opportunities to upsell venue services.
  
• To liaise with clients and agents to build rapport and create professional relationships.
  
• To exercise effective listening to capture relevant information and provide a premium experience for the guest
  
• Conduct regular staff appraisals as required by the HR team
  
• To liaise with all departments to ensure the best service is provided to our customers.
  
• Performs miscellaneous job-related duties as assigned.
  

Requirements

• Having knowledge of the entire Reservation Procedure.
  
• Having Knowledge in ResRequest System.
  
• Having Knowledge and experience in the tourism industry.
  
• Upbeat attitude throughout the entire day.
  
• Excellent communication skills, both verbal and written.
  
• Ability to work in a high-pressure environment.
  
• Highly organized people with the ability to prioritize and multitask.
  
• Natural ability to sell products enthusiastically.
  
• Ability to build rapport and create professional relationships.