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Travel Trade & Group Reservationist

Company: Macdonald Hotels & Resorts    Location: Birmingham B2
Scope: Dealing with tour enquiries, bookings and final details for the Macdonald Hotels & Resorts Portfolio

Aims: To provide a “One Stop Shop” smooth, efficient process, from the initial enquiry until arrival at the hotel and follow up after event

PEOPLE AND PRODUCT

Key Result Area

- Strong communication skills to deal with internal and external customers, written and verbally.
- Good Overall Knowledge of product and local competitors
- Professional, efficient but friendly service
- Be able to adapt to different team and manager styles, with a “can do” mentality
- Be able to deal with challenges in a level and team work style
- Effective communication to teams with final details of bookings, updating with important information and relevant changes until arrival
- Build a strong rapport with key tour operators, ensuring a continuous rapport including after event follow up calls
- Communicate all information to your hotels to the relevant people, accurately and on a timely basis (daily, weekly & monthly)
- Work within a team, sharing best practise and learning at every opportunity.
- External customer – to follow enquiry handling procedures to a high level, attention to detail and excellent customer service skills

Key Performance Indicators

- Customer feedback
- Hotel Feedback
- Conversion
- Repeat business

STRATEGY, EVALUATING AND PRICING

Key Result Area

- To make rate decisions based on iDeaS Revenue Management System, demand and rate strategy in Opera Reservation System
- Upsell other areas of the business to drive Average Booking Value
- To be able to challenge any refused / turn downed business with analysis
- To follow core standards for response times, chases, cancellations and terms & conditions
- To liaise with key clients on late lead, opportunity, peaks and troughs
- To control wash and overbooking on blocks
- Ensure every enquiry is logged to enable accurate tracking of demand, volume, conversion, allowing CRMs to maximising opportunity
- Be aware of targets and achievement via your team Manager
- To maximise opportunity by evaluating enquiry and cross selling

Key Performance Indicators

- Conversion
- Wash accuracy

SYSTEMS

Key Result Area

- Effective use of Opera Reservation System, maintaining to a high standard of input accuracy
- Utilise activities and traces for chase system and account management
- Data integrity of all markets segments and rate codes
- Use of download rooming list functions, iDeaS Revenue Management System and group evaluator
- IT Literate

Key Performance Indicators

- Wash %
- Missed opportunity £
- IT Data

TEAM/WORKING RELATIONSHIPS

Team Player
- Gains trust and respects of others.
- Motivation within the team working towards the same goals
- Creates a supportive/positive environment sharing best practises within the team

Communication
- Listens actively, speaks clearly, fluently and in a friendly manner to both individuals and teams, internally and externally

Relating to others
- Interacts with others in a sensitive and effective way.
- Respects and works effectively with others
- Remains calm and confident

MANAGING THE BUSINESS

Commercial Awareness
- Understands regional and local strategies for each property
- Understanding of budgets, profit and team targets
- Strives to build customer satisfaction
- Acts as an ambassador for the Company

Decision Making

- Analyses enquiries
- Aware of current rate strategies
- Makes decisions based on an analysis of all relevant information
- Takes responsibility for decisions and follows through to ensure that they are correctly implemented.

Strategic thinking

- Consider the longer-term impact and wider implications and anticipates future needs of the business and customer.

MANAGING THE TASK

Planning & prioritising

- Organises and schedules activities and traces.
- Adheres to SOP’s and company standards for response times, chase systems, cancellation policies and contract T&C’s.
- Anticipates potential issues to strategies and customer satisfaction

Quality orientation

- Has an eye for detail and accuracy
- Strives to exceed customer expectations

MANAGING SELF

Motivation

- To strive to achieve goals, targets and objectives
- Shows enthusiasm, drive and commitment.
- Willingness to learn and progress

Flexibility

- Successfully adapts to changing demands and conditions.
- Modifies own behaviour and adopts a different style or approach to suit the situation and reach a goal.

EXPERIENCE AND KNOWLEDGE

- Preferred experience in a reservation, sales or office environment - Desirable
- Competent in reading reports and analytical skills - Essential
- Educated GSCE’s level or above - Essential


Special Skills

- IT Literate – Microsoft Office - Essential
- Experience of Opera Sales & Catering - Desirable
- Experience of Opera Full Service - Desirable


Personal Qualities

- Motivated by achieving results - Essential
- Highly numerate and IT literate - Essential
- Methodical and well organised with an excellent attention to detail and focus on accuracy - Essential
- Good communication skills orally and writing - Essential
- Build strong working relationships with hotel teams, National and local sales, team members and customers - Essential
- Comfortable in Operating in a fast paced environment - Essential
People

- To take pride in everything I do
- To consistently deliver outstanding hospitality
- To anticipate and react to the needs of our guests
- To be an ambassador for the Macdonald Brand
- To take ownership for my personal development and performance
- To contribute to the overall effectiveness and performance of my team

Product

- To consistently deliver Macdonald core standards which are relevant to my role
- To maintain a safe and clean environment
- To take responsibility for understanding our products and services
- To proactively look for ways to improve or enhance the guest experience
- To use feedback to improve my personal performance whilst activity encouraging feedback from others
- To give my full to support to company initiatives

Process

- To complete and act upon training (including statutory) in line with company policy and procedures
- To follow all processes assigned to my role ensuring full compliance
- To identify any barriers or challenges which may prevent me from delivering on agreed processes
- To take responsibility for keeping up to date with any changes in my department

Profit

- To have an awareness and understanding of operational costs related to the performance of my job role
- To look for ways to protect the profit of the organisation without compromising the guest experience
- Be aware of department objectives and ensure all sales opportunities are exploited (OWS)
- To promote the products and services to our guest at every opportunity
- Spot and act on every opportunity for sales
- To act upon any reasonable instructions from management as pertains to my job responsibilities
Please consider the above criteria carefully before starting your application. When recruiting, it is important to us that we are the right choice for you, as well as you being the right choice for us. We believe it is the people we employ that make the difference to the experience of our guests. Our people take pride in what we do, and the standards we expect. They are passionate about working with Macdonald Hotels and care about doing their very best for every guest. 40 Hours Per Week Full Time - Hourly - Permanent Closing Date - 18/Jan/2018