Reservations Consultant at Sopa Lodges

KEY DUTIES AND RESPONSIBILITIES

Processes

• Assisting and advising DMCs who may be choosing from a variety of booking options to identify the clients’ specifications and wishes and suggest suitable solutions or services.
• Making reservations for guests based on their various requirements and budgetary allowances.
• Checking the availability of accommodation on the guests’ desired travel dates.
• Sorting out any issues that may arise with bookings or reservations.
• Answering any questions that agents might have about the reservation process.
• Providing support to customers who may need to amend or cancel a reservation.
• Ensure that the reservations charts are constantly and timely updated with the correct information
• Making sure that the system is kept updated accurately – full name of guests, arrival time, nationality, ages, dietary requirement, medical restrictions, mobility issues, special occasions, arrival and departure, comp, fam trip, meal plan etc

Financial

• Ensuring that maximum occupancies and revenues are achieved through upselling, encouraging circuit bookings and offering alternatives.
• Up-selling, when appropriate, by informing clients of additional services or special packages or offers, such as activities, Spa treatment, upgraded accommodations etc
• Processing payments and sending confirmation details to agents.
• Ensuring  payments are collected on time and cancellations are charged
• Ensuring  that filing voucher is done in a correct, complete and timely manner
• Ensuring  full payment of bookings for cash agents are followed up and processed.
• Processing and issuing  service vouchers to agents

Team

• Working with the team by communicating any areas of concern and  improvement
• Synergy and clear handover, especially when a team player if off duty to avoid any lapses

Trade partners/ Guests

• Maintain good relationships with clients/operators by providing support, information, and guidance.
• Frequently communicate with the Tour operators assigned (Key Accounts) to ensure a good relationship is maintained.

Systems/ tools

• Use the ResRequest system to log all quotations, bookings and relationship events with clients, as well as monitor the agent performance.

REQUIREMENTS

• Bachelor`s degree  in Hospitality, Travel, Tourism, Business or relevant field
• Proven working experience as a Reservations or Tour Consultant
• Excellent knowledge of travelling software (computer reservations systems, GDS systems and e-travel)
• Proficiency in English; knowledge of additional languages is an advantage
• Exemplary sales skills and customer oriented approach
• Well versed in various areas of travel (domestic/international, business/holidays, group/individual etc)
• Ability to present, persuade and communicate effectively
• Demonstrable ability to handle crises
• Candidates with personal travel experience will be preferred