Reservationist

**The opportunity has arisen for a Reservationist to join our team at Searles Leisure Resort.**

Searles Leisure Resort is a family run resort that has been offering holidays on the North Norfolk coast of 'Sunny Hunny' for over 83 years.

In February 2020 Searles received the CAMPING, GLAMPING AND HOLIDAY PARK OF THE YEAR AWARD, by EDP Norfolk & Suffolk Tourism Awards. Creating happiness for all ages a core value of Searles Leisure Resort. Part of achieving this is Searles impressive array of facilities including golf course, swimming pools, soft play area, entertainment, and much more. The other part being our welcoming and dedicated team.

**Join our Searles Team to ensure we can Create Happiness for all guests visiting Searles Leisure Resort.**

**Role Summary**

As a Reservationist, you will assist with the effective day to day operation of the reservations department. The department’s primary role is to be the first positive and welcoming face to face or voice contact with our guests and to ensure that the majority of enquiries are dealt with quickly and efficiently. Reporting directly to the Executive Reservations Manager, you will ensure that the image, standards and reputation of the company are upheld at all times. These standards must be maintained throughout the department consistently and when conversing with customers.

**Contract & Hours of Work**
- Permanent, 30-35 hours per week (yearly average) including weekends and bank holiday working.

Please note, we are a 7-day a week operation in the peak periods. Some shifts will include, split shifts, weekends and some public / bank holidays on a rota basis.

**Salary**
- Hourly - £9.90 per hour

**Company Benefits**
- Discounts in Searles Leisure Resort Food & Beverage Outlets.
- 10% Discount at The Mulberry Restaurant at Heacham Manor Hotel.
- Use of Company facilities including Clubhouse, Children's Sidney Soft Play, Swimming Pools, Splash & Gym.
- Discounts on Golf Memberships.
- 10% Discount on treatments at The Mulberry Spa at Heacham Manor Hotel.
- Discounts at the Princess Theatre.
- Offers on accommodation at Searles Leisure Resort and Heacham Manor Hotel.

**Key Responsibilities**
- Converting telephone and on
- line enquiries into holiday sales.
- Welcoming and checking in new guests ensuring that all correct information is passed on to the guest regarding their stay.
- Maintaining the safety and security within the department as set out in the company policies and procedures.
- Responsible for ensuring the department supports and inputs ideas into projects and future developments.
- Ensure any customer concerns are acted upon as quickly and efficiently as possible
- Ensure that all maintenance issues are passed on using the correct procedure for reporting such incidences
- Ensure legislative breaks are adhered to at all times
- Ensure standard operating procedures are carried out before, during and following shifts.
- Resolve customer complaints about quality or service and report them to the Relevant Managers
- Provide an outstanding level of customer service to ensure we meet and exceed our guest’s expectations.
- Assist in dealing and responding efficiently to guest queries in liaison with other departments.
- Reporting all technical and quality faults to Supervisors/ Management.
- Work with the Company’s Health and Safety guidelines to maintain and monitor a safe and secure environment for the welfare of our visitors and staff.
- Maintain an effective and friendly working relationship with colleagues.
- Be prepared to undertake all tasks required to ensure the consistent and efficient running of the business.
- Be proactive in identifying improvements beneficial for both visitors and staff on Site

**Key Tasks**

**Customer Service**
- Provide and promote an enthusiastic, welcoming and cheerful attitude at all times
- Assist in dealing with customer queries and problems promptly and efficiently
- Be aware of the effects of your work on the customers around you (e.g. disruption, noise, inconvenience)
- Maintain cleanliness and tidiness at all times

**Working attitude**
- Be aware that by working on the Park you are part of the team - your actions and attitude will make a difference
- Positive ‘Can Do’ Attitude

**Park Grounds and Facilities**
- Maintain all company premises and public areas to a five star standard of cleanliness, tidiness, presentation and safety
- Maintain equipment, including daily and routine cleaning and maintenance.

**Health and Safety**
- Ensure compliance with Health and Safety legislation and Company Health and Safety guidelines
- Maintain all public areas to a high standard of safety
- Identify potential risks and hazards around the sites
- Use the correct equipment and materials as trained and for the appropriate reason
- Attend training courses as required

**Park Procedures and Guidelines**
- Have a working knowledge of the Company’s procedures and guidelines
- Be familiar with and uphold a