Reservationist

**Reservationist**

**Job purpose**

You will be required to assist with the effective day to day operation of the Reservations department, taking bookings for both Searles Leisure resort and Heacham Manor Hotel.

The postholder will be an advocate for the Searles Leisure Group and do all you can to meet customer expectations - from providing support with managing their reservations to answering pre-booking questions.

You will ensure that the image, standards, and reputation of the company are always upheld. These standards must be maintained throughout the department consistently and when conversing with customers. The key focus being delivering excellent customer service and care whilst managing health and safety within the workplace.

**The business**

Searles Leisure Resort is a part of the Searles Leisure Group. Searles is a family run company and has grown over the years into a highly successful business. The Resort consists of over 360 Owners, 150 hire fleet and over 200 tourer and tent pitches and is based south of Hunstanton. There are many facilities at Searles, including a large Clubhouse and Restaurants, indoor and outdoor swimming pools, and an 18- and 9-hole golf course. Searles is graded 5 stars by Visit England and is the Norfolk and Suffolk Camping/Glamping and Holiday Park winner for 2020.

Heacham Manor Hotel is also part of the Searles Leisure Group. Heacham Manor Hotel welcomes Golfers, Hotel Guests looking for a tranquil country getaway, weddings, events and much more making it one of the leading 3-star Hotels in the area.

**Salary: up to £10.82 per hour**

**Contract & Hours of Work**

Full-time, Permanent contract, 35 hours per week (average yearly), working during the weekend, bank holidays

**Company Benefits**
- Free Use of Company facilities including Clubhouse, Children's Sidney Soft Play, Swimming Pools, Splash Pool & Gym.
- Discounts in Searles Leisure Resort Food & Beverage Outlets.
- Discounts at The Mulberry Restaurant at Heacham Manor Hotel.
- Discounts on Golf Memberships.
- Discounts at the Princess Theatre.
- Offers on accommodation at Searles Leisure Resort and Heacham Manor Hotel.

**Job responsibilities**
- Answering the telephone in a friendly and welcoming manner.
- Converting telephone and online enquiries into holiday sales.
- Up-selling of holiday extras during the booking process.
- Manage and administrate online bookings and enquiries in a timely and professional manner as set by Reservations Manager.
- Ensure targets are acknowledged and delivered on a weekly/monthly basis.
- Support the general administration of Event bookings.
- Ensure any customer queries, concerns or complaints are acted upon quickly and efficiently.
- Report any maintenance issues and requirements of new equipment to manager
- Provide a friendly and efficient customer service.
- To support the reservation and reception teams during absences or during such times that extra help is required.

**Requirements**:

- Experience within a similar role with proven skills in a sales call centre/switch board environment.
- Previous hospitality, retail, customer service experience or a recent graduate with some customer service experience.
- Computer literate with proficiency in Microsoft Office.
- Full valid Driving Licence for UK (Desirable)
- Flexible Schedule, for working hours
- during weekends and on bank holidays when needed.

**Personal attributes**
- Polite and well-mannered with excellent communication skills
- Attention to detail.
- Organised
- Passion for delivering and providing exceptional service.
- Enthusiastic and Energetic Team Player
- Strong Work Ethic
- Good Timekeeping Skills
- Fast thinking
- Target/KPI and quality focused with A ‘Can Do’ Attitude
- Shows initiative in your work and ideas whilst promoting forward thinking.
- The desire to find ways to improve and exceed expectations in the customer experience.

**Job Types**: Full-time, Permanent

**Salary**: Up to £10.82 per hour

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Employee discount
- Flexitime
- Free parking
- On-site gym
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Flexitime
- Holidays
- Weekend availability

Ability to commute/relocate:

- Hunstanton: reliably commute or plan to relocate before starting work (required)

Work Location: In person