SLH Reservations & Customer Care Executive
Introduction
Reservations & Customer Care Executive (Full Time)
Location: Office Based (Flexible working hours) London, UK.
Working Hours: Monday to Friday 9:00 AM – 5:30 PM GMT (Fridays until 5:00 PM GMT) Weekend working flexibility preferred.
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. Fluency in Spanish and/or Italian (written and spoken) preferred.
- 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.
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Reservations & Customer Care Executive - London, UK employer: Small Luxury Hotels of The World Limited
Small Luxury Hotels of the World™ is an exceptional employer that offers a vibrant and creative work culture, perfect for those passionate about storytelling through video. With flexible hours and the opportunity to travel globally, employees can immerse themselves in diverse cultures while capturing the unique essence of our luxury hotels. We prioritise employee growth and innovation, ensuring that our team members are always at the forefront of industry trends and equipped with the tools they need to succeed.
Contact Details:
Small Luxury Hotels of The World Limited Recruitment Team
