POSITION SCOPE
To provide an efficient and friendly luxury reservation service, building and designing individually tailored and personalized experiences for each guest, creating memorable experiences and guest loyalty. Promoting all aspects of the resort facilities confidently and passionately, maximizing revenues to achieve budgeted and forecasted targets.
JOB FUNCTIONS
1. Provide a professional and timely response to all incoming telephone and email inquiries, ensuring responses meet the department SOP.
2. Efficiently handle high levels of sales inquiries for individual travelers from various sources including phone calls, emails, booking agencies, and third-party booking websites.
3. Prepare detailed, relevant, personalized, high-quality sales quotes for every inquiry in a professional verbal or written manner.
4. Accurately record all reservation details in appropriate booking systems, including but not limited to bedrooms, golf, spa, outdoor activities, dining, and transport.
5. Input all requirements into the booking systems accurately, including rate codes, market codes, accounting instructions, operational directives, guest information, payments, and source correlation.
6. Maintain communication with guests after the initial booking, assisting with amendments, building programs, and finalizing details until the day prior to arrival, when the reservation is handed over to the Front Office.
7. Maximize revenues and generate additional revenues through upselling techniques across all resort areas.
8. Actively enroll guests in Trump Card Privileges to develop brand loyalty and meet department targets.
9. Maintain, merge, and update guest profiles regularly to ensure accurate company, agent, and individual guest information.
10. Promote the hotel, restaurants, golf, spa, outdoor activities, and other services with high levels of selling and communication skills.
11. Ensure compliance with Forbes telephone and reservation standards consistently and efficiently.
CANDIDATE SPECIFICATION
1. Attention to detail and ability to multitask in a fast-paced environment are essential.
2. Ability to confidently speak, read, write, and understand the primary language(s) used in the workplace.
3. Strong verbal and written communication skills.
4. Good mathematical skills.
5. Customer service-oriented with a friendly demeanor.
6. Self-disciplined when working independently; able to work closely with team members and take initiative as needed.
7. Proficient in Google Docs, Google Sheets, and email.
8. Knowledge or experience of hotel operations and sales techniques is advantageous.
9. Positive outlook and genuine warmth to enhance guest experience.
BENEFITS
* Subsidized staff accommodation (if required).
* Access to staff meals in the staff canteen.
* Discounted room rates at Turnberry and other Trump properties for staff and family.
* Discounts at food, beverage outlets, and golf shop.
* Use of resort facilities such as spa, gym, and golf (restrictions may apply).
* Uniforms provided and laundered at company expense.
* Employee Assistance Programme with support lines.
* Ongoing training, development, and hospitality apprenticeship programs.
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