Reservations Executive

3 months ago


London, United Kingdom Q Apartments UK Full time

Job Purpose The Reservation Executive is responsible for managing inquiries from guests, corporate clients, and travel agencies through phone or various communication platforms.

This role involves precise entry of reservation details into the booking system and contributes to achieving monthly revenue objectives.

Duties & Responsibilities
- To have a proactive and passionate approach to exceeding our clients’ expectations.
- To ensure the clients are impressed by the quality of our service will be a vital aspect of this role.
- Responsible for ensuring consistently high client service standards are being delivered.
- Maintaining strong client relationships.
- Ensure the client reservation and client finance processes are effective to company standards.
- Primary ownership and accountability for ensuring customer growth, happiness, and retention of clients.
- Build relationships with clients based on your ability to earn their trust and deliver value.
- To assist with clients’ escalations.
- Making reservations for customers based on their various requirements and budgetary allowances. - Sorting out any issues that may arise with bookings or reservations. - Selling and promoting reservation services.
- Answering any questions customers might have about the reservation process.
- Up-selling, when appropriate, by informing customers of additional services or special packages, or upgraded seats/accommodations.
- Providing support to customers who may need to amend or cancel a reservation.
- To ensure all the telephone calls are answered and handled in a timely manner and in accordance with the company SOP.
- Ensure that the Property Management System (PMS) is maintained up to date and all reservation details are recorded with 100% accuracy.
- To assist with various admin & reservation activities, such as charging guest credit cards, sending payment links, ID and credit card verification
- To follow up any outstanding payments
- Ensure any issues or complaints guest may have during their stay are passed onto relevant departments for investigation and action plan
- Ensure requests for ancillary services are passed to relevant department
- Making courtesy calls for the same/next day arrivals (making sure that confirmations have been received by the guests. (Ensuring that guests are aware of the check-in procedure)
- To assist with relocations Competencies
- Great people skills and an excellent telephone manner
- Self-motivated and results driven - Good problem-solving skills
- Excellent numeracy skills
- Consistency and attention to detail
- A passion for delivering great customer service
- Outstanding administration and organizational skills

Location Based at Q Apartments, Head Office SW8. Shifts are organised in conjunction with the line Manager to ensure cover is provided at all times.

Pay: £25,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- Private medical insurance

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: RE0424


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