Central Reservations Co-ordinator Role

Central Reservations

As a central reservations co-ordinator you will ensure that you provide efficient, prompt, trouble free and courteous service to all the Coaching Inn Group guests. This will involve answering any queries customers have on the hotel, processing telephone and online bedroom reservations, conference and banqueting enquiries and ensuring that all information provided by our guests has been passed to the correct Hotel teams.

The job details are:

40 Hours Per Week
Working 5 Days per week (The Office is open Monday – Saturday so it will include 1 Saturday every 4 or 5 weeks)
Occasional travel to our Coaching Inns which include some travel and an overnight stay

Pay, Benefits & Key Notes:
Competitive Salary

Discount Card with rewarding staff perks (Includes 50% off whilst staying at any Coaching Inn and food discounts)

Health and Wellbeing grant – maximum of £200 in any 12 month period (subject to criteria approval)

Performance based Bonus scheme

Location:
Central Office – Boston in Lincolnshire

As central reservations coordinator key responsibilities include:

– Delivering the highest standards of service ensuring these required standards of service are not only met but exceeded
– Recording and processing all enquiries made by phone, live chat or email efficiently and accurately
– To be fully aware of all information required for an enquiry , to obtain and record it accurately and efficiently
– Converting enquires into sales in order to maximise revenue & occupancy whilst delivering excellent customer service
– Having excellent knowledge of the hotel’s facilities and services and will pass this information on to the guest whenever the possibility arises, in order to provide the best service possible
– To be fully knowledgeable with The Coaching Inn Group property management system (Rezlynx) in order to deal with bookings in an efficient and professional manner
– Adhering to The Coaching Inn Group standards and concepts
– Complying with all necessary billing procedures as well as internet and email procedures to ensure sensitive information is protected where necessary
– Full training will be provided

The successful candidate will:

– Have excellent customer service skills and is passionate about exceeding guest expectations and be able to deliver this every day
– Be able to demonstrate that they can multitask effectively
– Be enthusiastic and positive in their nature
– Have an excellent telephone manner
– Demonstrate proficiency is using systems such as word and excel
– Ideally have previous experience working within a sales, customer service or reservations environment
– Have experience of adhering to company processes and procedures
– Be able to demonstrate competence in complaint handling
– Be able to work flexible hours including some evenings and weekends
– Be able to work in a fast paced working environment and remain calm under pressure
– Have the ability to maintain high standards of work whilst dealing with a high volume of enquiries
– Possess a good command of English and has excellent communication skills (written and verbal)
– Have excellent interpersonal, communication and presentation skills