Reservation Agent

POSITION SCOPE
To
provide an efficient and friendly luxury reservation service, build and design
individually tailored and personalized experiences for each guest creating memorable experiences and
guest loyalty. Promoting all aspects of the Resort facilities confidently and
passionately, maximizing revenues to achieve budgeted and forecasted targets

JOB FUNCTIONS

• Provide a professional and timely response to
  all incoming telephone and email enquiries, ensuring that responses meet the
  department SOP.
• Efficiently handle high levels of sales
  enquiries for the individual traveler from various sources including phone
  calls, e-mails, booking agencies and third party booking websites
• Prepare detailed, relevant, personalized high
  quality sales quotes for every enquiry in an extremely professional verbal or written
  manner
• Accurately record all reservation details in
  various appropriate booking systems, including but not limited to bedrooms,
  golf, spa, outdoor activities, dining and transport
• Correctly input all requirements of the
  booking systems such as rate codes, market codes, accounting instructions,
  operational directives, guest information, payments and correlation to source
• Continue communication with all guests after
  initial booking is made and assist them to amend details or further build
  programmes and finalize details until day prior to arrival when accurate and
  informative reservation is handed over to Front Office to prepare for guests
  arrival
• Maximize revenues and create additional
  revenues, by utilizing upselling techniques in all areas of the resort
• Actively and consistently enroll Trump Card
  Privileges members to develop brand loyalty and to meet department targets
• Ensure guest profiles are maintained, merged
  and updated on a regular basis to provide accurate Company, Agent and
  Individual Guest information at all times
• Maintain high levels of selling and
  communication skills while promoting the Hotel, our Restaurants, Golf, Spa and
  Outdoor Activity facilities and all other services and products
• Ensure that Forbes telephone & reservation standards are fully met,
  consistently and efficiently

CANDIDATE SPECIFICATION

• Attention to detail and ability to multitask
  in a fast paced environment are essential
• Must be able to confidently speak, read, write
  and understand the primary language(s) used in the workplace to facilitate the
  communication process
• Requires strong communication skills, both
  verbal and written
• Must have good mathematical skills
• Candidate should be a customer service
  orientated people person
• Must be self-disciplined when working alone
  although most tasks are performed in a team environment with the employee
  required to work very closely and efficiently with other members while willing
  to act as team leader and take initiative where required
• Must possess proficient computational ability,
  including but not limited to use of Google Docs, Google Sheets-and E-mail
• Knowledge or experience of hotel operations
  and previous sales experience/familiarity of sales techniques would be an
  advantage
• You must have a positive outlook and exude genuine warmth that leaves
  our guests looking forward to their Turnberry experience with positive
  anticipation following their interaction with you

BENEFITS

• Subsidised staff accommodation (if required).
• Access to a staff meal on duty in the staff canteen.
• Turnberry Friends & Family Rooms Programme - discounted room rates at Trump Turnberry, available to you and your family.
• Discounts available at the Food & Beverage outlets and the Golf Professional Shop.
• Resort Facilities – use of the Spa, Gym and Golf facilities. (subject to some restrictions).
• Trump Hotels Associate and Friends & Family Rates - discounted room rates at all Trump Properties.
• Uniforms - a uniform will be provided, and items will be laundered at the Company's expense.
• Employee Assistance Programme – offering a range of Employee Assistance Help Lines.
• Ongoing training and development, first-class hospitality training & Apprenticeship programmes are available.