Reservationist

Bright Placements • Paterson, NJ

8d

About The Position

The Reservationist will be responsible for handling all website, email, and telephonic inquiries accurately, promptly, and courteously. This role involves establishing rapport with guests during the booking process, maintaining effective customer relationships, and actively resolving guest complaints, escalating when necessary to the Reservations Manager. The Reservationist will ensure accurate information, quoting, booking, and detailed capturing of reservations, as well as maintaining the client database. This position also plays a role in maximizing sales and upselling other revenue streams, developing in-depth product knowledge of all lodges and activities, and keeping relevant departments informed of special instructions.

Requirements

• Qualification: Degree or equivalent from reputable hotel school
• Prior Front of House experience at a 5 star luxury property
• 3 years’ experience in a similar position at a 5 star luxury property
• Excellent command of the English language (Spoken and written)
• Excellent communication skills with high level of telephone etiquette
• Computer experience: Microsoft Outlook, Microsoft Word, Microsoft Excel, Protel PMS
• Experience in tele-sales
• High degree of confidentiality and integrity
• Ability to work in a challenging and demanding environment
• Well organised team player, capable of working independently, meticulously and with initiative

Responsibilities

• Respond to website, email and telephonic enquiries accurately, timeously and courteously
• Handle guest enquiries while establishing rapport with guests during booking process
• Maintain effective customer relationships and actively resolve guest complaints, where possible; exercise judgement when escalating it to the Reservations Manager
• Ensure accurate information, quoting, booking and detailed capturing of reservations
• Maintain client database to ensure all guest information/details are complete
• Assist with maintaining an efficient administration system within the department
• Maximise sales, upselling of other revenue streams
• Develop in-depth product knowledge of all lodges, activities and USPs
• Keep lodges/relevant departments informed; follow up with regards to special instructions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level