Reservations Sales Coordinator - Proactive Selling

Job description

Proactive, target-based selling, ensuring total revenue optimization. Assisting the Sales department (all segments) to ensure smooth and efficient reservations processed and acting as liaison between Sales & Operational departments.

Operational

· Processes all reservation requests by telephone, Email, OTAs and RESERVE system, promptly and accurately to the established standards.

· Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.

· Ensures proactive sales conversion on target-based selling strategies and objectives. Cross-sells all elements of the Hotel (Rooms, F&B Restaurants and Spa)

· Ensures highest reservation conversion rate with minimum abundant calls lost.

· Ensures a sales attitude is adopted at all times and maintains an awareness of sales opportunities within the hotel.

· Follows up on all tentative bookings from Sales department to ensure minimum wash to our holding business and to ensure all bookings are legitimate with guaranteed liabilities.

· Responsible for groups attrition, ensures daily check on group wash or update and keeps DRS Ensures a high level of product knowledge of the hotel and local area.

· Adheres to pre-set availability, rate controls & promotional activities.

· Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.

· Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)

· Develops and maintains a high level of communication with all major sources of business and advises the Director of Revenue Strategy feedback where necessary.

· Checks daily arrivals and informs concerned personnel of any missing information.

· Preparation of weekly and monthly reporting on conversion, total revenue captured and up-selling target achievements.

· Assists and prepare in groups pre-arrival process and also preparing group rooming lists, when directed.

· Inbound and outbound call management and leadership.

Customer Service

· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily.

· Act as a main resource for reservations needing assistance technically or with regards to achieving customer satisfaction.

· Maintains positive guest and colleague interactions with good working relationships.

Desired profile

Qualifications :

Ideally with a university degree or diploma in Hospitality or Tourism management.

Minimum 2 years work experience as Reservation Coordinator or Front Office in a larger operation.

Good problem solving, administrative and interpersonal skills are a must.