Reservations and Customer Care Executive

4 weeks ago

Council of the City of Sydney, Australia Small Luxury Hotels of The World Limited Full time

Introduction

Location : Sydney (Office-based with Hybrid Options)
Working Hours : Monday to Friday, Full-Time (weekends may occasionally be required)
Benefits : 20 days annual leave (pro-rata), all NSW public holidays, SLH Staff Rate

Key Responsibilities

- Achieve monthly reservation revenue targets
- Process reservations by email, telephone, chat or central reservation systems.
- Analyse all guests and travel agents’ requirements, recommend suitable options for all customers, and assist in confirming all reservations.
- Answer any questions about the reservation process and the SLH loyalty programme.
- Provide support to customers who may need to amend or cancel a reservation.
- Manage incoming calls for the SLH Reservations & Customer Care department, ensure a response to all queries, and maintain professional relationships and atmosphere at all times.
- Sort out any issues that may arise with bookings or reservations (i.e. inaccurate rates & restrictions, etc.).
- Up-sell the hotels’ additional services or special packages, such as transfers, SPA add-ons, etc.
- Identify and report rates, inventory and content discrepancies.
- Work closely with the Sales Team as well as with other departments to make sure the SLH procedures are followed at all times.
- Represent the SLH brand values at all times when dealing with customers and colleagues

Desired skills and experience

- Preferably qualified with a university degree and at least 3 years of experience in the hotel industry within the luxury sector.
- Must be fluent in English (written and spoken). A second language (i.e. Mandarin, Japanese) is preferable.
- Previous experience and proven ability in telephone sales, preferably within the luxury sector of the travel industry, is highly regarded.
- Great analytical abilities to interpret statistical data and thorough attention to detail.
- Must be a team player with a strong ability to self-manage with a “get it done” attitude.
- Ability to work and thrive in a multi-tasked and fast-paced environment.
- Good knowledge of Salesforce, PMS, CRS & GDS and/or other distribution systems is preferable.

All applicants should have the right to work in Australia.

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