Reservations Executive

6 months ago

London, United Kingdom State of Play Full time

**About us**:
We are an innovative creator and operator of technology enabled experiential leisure concepts. In the UK our brands are Bounce, the home of ping pong, and Hijingo which combines theatrical sound and visuals with immersive bingo. Currently operating 3 Bounce venues and 1 Hijingo venue in London, with further new openings planned.

**Job Title**:Reservations Executive
**Department**:Bounce Reservations, Support Office

**Overall Purpose**:
The Bounce Reservations Team are the voice of and often the first contact customers will have with our brands. The Reservations Executives are responsible for converting incoming enquiries and managing bookings of all sizes from conception to delivery, maximising every revenue opportunity, while ensuring that they create an unforgettable experience for our guests.

The Reservations Team are accountable for pre-booked revenue which equates to between 40-70% of the business’ total revenue, depending on season.

**Principle** Responsibilities**:
- Effectively converting incoming enquiries and efficiently planning confirmed bookings (including but not limited to social group bookings, occasions, corporate events and private room hires) across three Bounce venues in London
- Ensuring guests receive the ultimate Bounce experience by offering the most appropriate activities, packages and setup available based on their requirements
- Maintaining the highest level of guest satisfaction by adhering to thorough, high standard enquiry handling and booking planning processes, ensuring a smooth and premium customer journey
- Maximising all sales opportunities through upselling and building strong relationships with the guests
- Providing eloquent, professional proposals which meet guest requirements and arrive within the agreed time
- Liaising with all departments to ensure the best service is provided to our guests
- Ensuring every detail of a customer’s reservation is accurately recorded and labelled to ensure the best guest experience
- Producing accurate booking run sheets for the venue teams
- Arranging and conducting venue showrounds as and when required by the guest
- Liaising with 3rd party agencies to handle incoming event enquiries and convert them
- Achieving pre-booked revenue team targets on a monthly and quarterly basis
- Taking part in proactive team activities, including but not limited to upselling sessions, past booker contact or data clean ups

**Who we are looking for**:
**Essential**:
- A driven individual with an outgoing, bubbly and positive personality
- Highly motivated to meet and exceed targets
- Natural ability to sell and communicate products enthusiastically
- Ability to communicate effectively
- Exceptional customer service skills coupled with a desire to create an unforgettable experience for our guests
- Outstanding organisational and administration skills with a superior attention to detail
- Ability to build rapport quickly and create professional, sustainable relationships
- The ability to think and act with speed and efficiency during high volume, high pressured periods

**Desirable**:

- An understanding of the hospitality industry or experience working with competitive socialising concepts
- Experience in reservations and/or events
- Experience in B2B sales
- Experience working with the Collins booking system

**What to expect**:
- A dynamic and supportive work environment with a focus on teamwork
- Career growth and development opportunities
- 31 days holiday inclusive of Bank Holidays pro-rata
- Wagestreem for easy access to earned wages before payday
- Life insurance
- Employee discounts for you and your friends and family
- Friday Pizza and beers in our Support Office
- Snacks available in our Support Office
- Access to our Employee Assistant Programme

**Length of service gifts**:
- £150 Amazon voucher after 1 year
- £200 dining voucher after 3 years
- One extra days holiday for your 3rd and 5th year
- Two weeks paid sabbatical after 5 years

INDFOH

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