Internship - Reservations

How your day looks like:

• Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy, and providing an excellent standard of customer service

• To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings

• To be fully knowledgeable in the operation, functionality and standards required in using Opera and Delphi

• To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotel

• To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards

• To update any special requests and billing details in Opera

• To give a polite and friendly response to all incoming telephone enquiries

• To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible

• To process all enquiries and reservation confirmations on the same day as receipt

• To maintain accurate filing systems for all correspondence within the department

• To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities

• To identify potential sales leads for the sales team to develop future accounts

• To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets

• To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude

• To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Regional Director of Revenue