Reservation Agent

POSITION SCOPE
To provide an efficient and friendly luxury reservation service, build and design individually tailored and personalized experiencesfor 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.

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