Reservations Coordinator

Main Accountabilities:

Department Budget

• Ensure members receive the best value for money as possible/on offer when purchasing a product.
• To be fully conversant with the facilities, services and special promotions.

Service Delivery/Operations

• Ensure members are offered different room type categories in order for them to choose the best suited for their needs.
• Answer the telephone using the proper telephone etiquette, always answering promptly and in a courteous manner, as described in the Standards of Performance manuals.
• Ensure members are greeted in a friendly and warm manner and always go the extra mile and follow-up your actions.
• To communicate with reception at all times and assist where necessary.
• To check all correspondence in connection with reservations and deal with accordingly.
• To be fully aware of all types of bedrooms, all facilities and locations.
• To be able to offer an alternative (i.e. date, type of room) if we cannot provide what our caller requires.
• To ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
• To work in accordance with the rooms strategy/top line actions.
• To advise housekeeping of any special requirements requested.
• To be fully aware of all restaurants at both clubhouses.
• To be able to offer the promotional menu, articulate the restaurant concept and provide expert knowledge about the product/ service.

Service Quality

• Ensure all member queries and/or complaints are passed on to the appropriate manager/supervisor immediately giving a thorough synopsis of the issue.
• Ensure all reservations are correctly entered in the system double checking dates, number of people, preferences as described in the Standards of Performance manuals.
• Ensure all reservation emails are replied to promptly and efficiently, on the same day of receipt or within 24 hours.
• To develop and maintain good working relationships with all departments.
• To attend all relevant training as and when required.
• To show willingness to take on additional responsibilities when necessary.

Health and Safety/Compliance

• Ensure you attend all Health and Safety training as directed by your manager in order to be fully compliant with Health and Safety legal requirements.
• Report all accidents and hazards to your manager/supervisor.