Box Leisure "The cutting edge of leisure careers" Reservations Advisor Head Office Location: Lancashire - Carnforth Permanent | 37.5 hours Salary: approx. £24,624.60 bonus structure (to be discussed at interview) Hours: 5 days out of 7 including weekends every weekend) Job Purpose. To proactively answer all inbound and outbound holiday enquires ensuring that a high level of conversion is achieved. To work as a team member to ensure that all revenue, occupancy and yield targets are achieved. To be a champion of customer service. Key Responsibilities / Duties: - To achieve all call volume, conversion, bookings and revenue targets that are set by the Reservations Manager - To ensure excellent customer service is delivered at all times to all existing and new customers - To deal with all calls, internet, and face to face holiday enquiries into the business in a professional and efficient manner - To respond to all customer queries via electronic communication, e.g. email, Social Media in a timely manner, ensuring accurate data capture - To conduct adequate fact finds with all customers ensuring relevant and accurate information is established about their holiday needs. - To effectively manage all leads taken from call through to booking ensuring all customers are adequately chased. - To upsell and cross sell other products and services in line with the Company's expectations. - To update the Company Reservations database in an accurate and timely manner - To chase all outstanding customer monies and complete all administration linked to any holiday booking. - To actively drive outbound sales and calls to generate new holiday leads when requested by the Reservations Manager. - To make outbound customer satisfaction survey calls when requested by the Reservations Manager. - To ensure that all inventory and company product knowledge is up to date. - To keep updated on all parks, local area and attractions information and ensure the relevant information can be provided to customer if required. - To act as a point of reference for customer complaints - Respond to customer complaints, listening to their concerns and taking action to resolve the issue to the satisfaction of the customer. - Accurate notes must be taken and added to the booking and customer information on the online booking system. - To undergo specific training as indicated by the Manager as and when required. - Take all reasonable steps to protect the health, safety and welfare of all employees, patrons and visitors, by promoting safe working practices. - Comply with company policies, rules and procedures at all times. - Any other duties as required by your line manager commensurate with your role. Skills required: - Excellent communication skills both verbal and written - Excellent organisational skills, with an attention to detail - Excellent Office Administration skills - A professional manner when dealing with customers and colleagues alike. - Ability to work under pressure, in a claim and efficient manner to set deadlines. Education / Experience: - The right to work in the UK. - Good IT skills including proficiency in Word, Excel, Outlook, with an understanding of a CRM. - Experience in travel and tourism is desirable. - Experience of working in a customer facing role. - Experience of working in a sales and call centre setting. Contact Abbie at abbie@boxleisurerecruitment.co.uk