Reservation Supervisor Location :Carnforth Lancashire Salary : 25,568 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 If interested in this role please contact Sarah.smith@boxleisurerecruitment.co.uk 0161 359 6110