JOB TITLE: Bookings Officer
JOB TYPE: Leave replacement contract until 28/02/2026 | Potential for Ongoing
HOURS: 25 hours per week | Monday – Friday | 10 am – 3 pm
LOCATION: The Q Train – Hybrid WFH available
REPORTS TO: Administration Manager
Reservations & Customer Support
* Manage a busy flow of reservations via phone, email, OTAs, and our booking platform — with accuracy and care.
* Respond to guest questions warmly and clearly, guiding them through options and making sure they feel supported from first contact to booking confirmation.
* Handle changes, cancellations, payments, and gift vouchers in line with our policies.
* Keep your cool and stay professional, even when the day gets busy.
Guest Experience & Communication
* Make every interaction friendly, welcoming, and inclusive, reflecting The Q Train's positive vibe.
* Listen carefully to guests' needs and pass along important details to ensure seamless service from start to finish.
* Utilise your top-notch communication skills—both written and verbal—to craft a memorable guest experience.
* Always strive to exceed expectations, making each guest feel valued and cared for.
Operations & Administration
* Spot potential issues early, like double bookings or low attendance, before they become problems.
* Share your ideas to improve our reservation process and make our guests' experience even better.
* Keep our FareHarbor records accurate and up-to-date, adapting to any system or process updates.
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What Your Day Might Look Like
* Answering calls and emails, helping guests book, and sharing transport information.
* Using FareHarbor and Xero to process bookings, payments, and changes, and preparing reports.
* Collaborating with the Kitchen and Front of House teams to ensure guest requests are fulfilled smoothly.
* Maintaining reservation data to ensure everything runs smoothly.
* Resolving guest concerns quickly and gathering feedback to improve their experience.
* Assisting with admin tasks as needed; no day is the same
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Skills & Experience
What You Bring:
* Previous experience in reservations, bookings, or customer service (hospitality or tourism experience is a bonus).
* Familiarity with booking platforms like FareHarbor is highly regarded.
Your Strengths:
* Bright, friendly, and enthusiastic personality with a genuine love for helping others.
* Confident, clear, and warm phone manner.
* Organised, detail-oriented, and proactive.
* Comfortable using Microsoft Office (especially Outlook).
* Passionate about delivering top-tier customer service and creating positive experiences.