Reservations Agent

2 weeks ago

Kelso Scotland, Borders, United Kingdom SCHLOSS Roxburghe Full time

Job Summary:

  • Liaise with clients to identify their needs and to ensure customer satisfaction.
  • Propose ideas to improve provided services and event quality.
  • To offer our customers at all times a friendly and efficient service.
  • Assist customers with planning and booking reservations. Checking the availability of accommodation or transportation on the customers’ desired travel dates. Helping plan travel itineraries by suggesting local tourist attractions and places of interest.

Your Key Responsibilities:

  • Provides a friendly, smooth, prompt and courteous service to all guests and reservations.
  • Assisting and advising customers who may be choosing from a variety of rate and package options.
  • Making reservations for customers based on their various requirements and budgetary allowances.
  • Checking the availability of accommodation or transportation on the customers’ desired travel dates.
  • Helping plan travel itineraries by suggesting local tourist attractions and places of interest.
  • Processing payments and sending confirmation details to customers.
  • Sorting out any issues that may arise with bookings or reservations.
  • Answering any questions customers might have about the reservation process.
  • Up-selling, when appropriate, by informing customers of additional services or special packages,
  • Providing support to customers who may need to amend or cancel a reservation.
  • Analyse all guest and travel agent requirements through telephone and emails and recommend suitable options for all customers and assist to confirm all reservations.
  • Ensure all incoming calls with courtesy and ensure efficient resolution of all guest inquiries for various hotel services and operations.
  • Assist to make all room reservations and ensure maximize room revenue for all and ensure all reservation detail update on all computers within required operating procedures.
  • Manage all incoming calls for reservation department and ensure response all queries and maintain professional relationship and atmosphere at all times.
  • Ensure compliance to all security and safety standards on everyday basis and ensure optimal utilization of all resort software systems and maintain knowledge on all room types and its availability.
  • Monitors the order and cleanliness in the office area & participates in regular departmental meetings.



Your Experience, Qualities & Capabilities:

  • Previous experience in an administration role preferred
  • You are enthusiastic and have a positive personality with the ability to build genuine and trusting relationships
  • You have a passion for delivering exceptional guest service
  • You have proven organisational and time management skills
  • You have excellent communication skills, both verbal and written with the ability to communicate effectively with people at all levels
  • Fantastic attention to detail

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