Reservation Coordinator

2 months ago

Saint Andrews, Fife, United Kingdom Kohler Co. Full time

About Us

The Old Course Hotel, Golf Resort & Spa is a renowned 5-star resort in St Andrews, Scotland, known for its exceptional guest care and commitment to excellence.

We are part of Kohler Co., a leading global hospitality provider, and pride ourselves on our independently owned and operated status.

Why Work with Us?

We are a forward-thinking employer dedicated to developing our people and providing a supportive work environment. Our associates are our top priority, and we strive to create memorable experiences for our guests.

We offer a competitive salary, company pension scheme, free onsite car parking, meals while on duty, and access to employee assistance and fitness programs.

About the Role

We are seeking a skilled Reservations Coordinator to join our busy reservations team on a full-time basis. This role involves providing exceptional customer care, handling reservations, and promoting resort services.

Duties and Responsibilities

  1. Answering all telephone calls to the reservation department in a professional manner.
  2. Maintaining current knowledge across the resort and surrounding area to provide best advice for all enquiries.
  3. Providing clients with accurate rate information.
  4. Processing all enquiries & reservations accurately, including reservations by telephone, email or online.
  5. Handling cancellation reports, arrival reports, trace reports and non-arrival reports.
  6. Accurate input of all reservations including bedrooms, golf & spa into Resort Suite booking system.
  7. Ensure accurate input of all dining reservations into Res Diary reservation system.
  8. Handling deposits for accommodation reservations, golf bookings at the Duke's Course, spa reservations and dining requirements.
  9. Confirm all reservations by letter or email within 24 hours of reservation.
  10. Providing internal departments with accurate information, taking care of client's individual requirements like spa treatments, dinner reservations, golf bookings, babysitting service, or transfers.
  11. Processing reservations made through SynXis and any other online booking systems daily.
  12. Selling & processing gift cards in accordance with the current system and procedure.
  13. Ensure all telephone calls adhere to the IQA call standards.
  14. Handle guest complaints with poise and professionalism and ensure that the guest feels that you are sincere and that they have a point.

About You

We're looking for an enthusiastic, confident, and organized individual to join our Reservations team. You'll ideally have previous experience of working in a reservations, sales, or customer service-based role, where you've provided excellent customer service by telephone, email, and letter.

Education and Experience

Essential

-Good IT skills

-Good organisation skills.

-Able to work using own initiative as well as part of a team.

-Good communication skills.

-Good telephone manners are essential.

-Punctual with good time management skills.

Desirable

-Previous experience of working in a reservations department is preferred but full training will be given.

-Some knowledge of reservation booking systems

-Previous sales experience

Salary

Working 40 hours per week with a competitive salary of £26, plus a range of employee benefits. You must be able to work our shift patterns, which are to 5pm, to 6pm or to 7pm either at our resort or remotely, as hybrid working is offered.

This role also includes an element of weekend work.

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