Introduction
Location : Sydney (Office-based with Hybrid Options)
Working Hours : Monday to Friday, Full-Time (weekends may occasionally be required)
Benefits : 20 days annual leave (pro-rata), all NSW public holidays, SLH Staff Rate
Key Responsibilities
* Achieve monthly reservation revenue targets
* Process reservations by email, telephone, chat or central reservation systems.
* Analyse all guests and travel agents' requirements, recommend suitable options for all customers, and assist in confirming all reservations.
* Answer any questions about the reservation process and the SLH loyalty programme.
* Provide support to customers who may need to amend or cancel a reservation.
* Manage incoming calls for the SLH Reservations & Customer Care department, ensure a response to all queries, and maintain professional relationships and atmosphere at all times.
* Sort out any issues that may arise with bookings or reservations (i.e. inaccurate rates & restrictions, etc.).
* Up-sell the hotels' additional services or special packages, such as transfers, SPA add-ons, etc.
* Identify and report rates, inventory and content discrepancies.
* Work closely with the Sales Team as well as with other departments to make sure the SLH procedures are followed at all times.
* Represent the SLH brand values at all times when dealing with customers and colleagues
Desired skills and experience
* Preferably qualified with a university degree and at least 3 years of experience in the hotel industry within the luxury sector.
* Must be fluent in English (written and spoken). A second language (i.e. Mandarin, Japanese) is preferable.
* Previous experience and proven ability in telephone sales, preferably within the luxury sector of the travel industry, is highly regarded.
* Great analytical abilities to interpret statistical data and thorough attention to detail.
* Must be a team player with a strong ability to self-manage with a "get it done" attitude.
* Ability to work and thrive in a multi-tasked and fast-paced environment.
* Good knowledge of Salesforce, PMS, CRS & GDS and/or other distribution systems is preferable.
All applicants should have the right to work in Australia.
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