Reservation Agent

Trump Turnberry - Resort Sales; Turnberry; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Subsidised staff accommodation

Staff meals on duty

Discounted room rates for staff

Job summary

Trump Turnberry - Resort Sales is seeking a professional reservations specialist to provide a luxury, personalised service and convert enquiries into confirmed bookings. You will respond promptly to phone and email inquiries and coordinate across rooms, golf, spa, dining and transport.

Role emphasizes upselling, maintaining guest profiles and promoting all resort facilities, ensuring Forbes standards are met and contributing to revenue growth.

Qualifications

• Attention to detail and ability to multitask in a fast paced environment are essential.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires strong communication skills, both verbal and written.
• Must have good mathematical skills.
• Customer service orientated and people-focused.
• Able to work independently yet collaborate effectively in a team.
• Proficient with Google Docs and Google Sheets; proficient in Email.
• Knowledge of hotel operations and sales techniques is advantageous.

Responsibilities

• Provide professional and timely responses to telephone and email enquiries per SOP.
• Handle high volumes of sales enquiries from various sources including agencies and websites.
• Prepare detailed, personalized sales quotes for each enquiry.
• Record reservation details in booking systems for rooms, golf, spa, dining and transport.
• Input rate codes, market codes and guest information in systems.
• Follow up with guests to amend details and build programmes until arrival day.

Skills

Attention to detail

Multitasking

Communication skills

Mathematical skills

Customer service

Team leadership

Google Docs

Google Sheets

Email proficiency

Tools

Google Docs

Google Sheets

Email system

Job description

POSITION SCOPE

To provide an efficient and friendly luxury reservation service, build and design individually tailored and personalised 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.

Compensation: To be discussed