head reception,permanent position, starting from 23/01/2012 17:49:19 onwards
Reservations Team Leader - Call Centre:
Jurys Inns Group Ltd is one of the fastest-growing hotel groups in Europe, with 32 property locations in the UK and Ireland and more to come...
JURYS INNS CUSTOMER CONTACT CENTRE (BIRMINGHAM)
now has an excellent opportunity available for a
RESERVATIONS TEAM LEADER
Position Summary
To manage, lead and develop the Reservations Sales Team to ensure they anticipate the customer’s needs and deal with enquiries in a pleasant and efficient manner. To ensure that the CCC operates in an organized, financially responsible and professional way. To work to the company standards and to act in a genuine, friendly, helpful manner to customers at all times in line with our Company values; Friendly, Genuine, Consistent, Positive and Willing.
This is a full time role, and will involve evening and weekend work.
Key Responsibilities:
Ensure all room reservations are handled politely and efficiently, to enhance the customer experience at all times.
Ensure proactive planning to meet customer expectations.
Being aware of the current business targets, actual, budgeted and forecasted business levels and to focus on achieving these.
Ensure key financial indicators of centre are understood and considered constantly in decision-making process.
Deal with guest complaints in a friendly and efficient manner, ensuring customer satisfaction at all times.
Be motivated & encourage team to maximise selling opportunities by adding customer value at every opportunity, promoting the properties facilities.
Agreeing objectives for self and team development inline with department objectives.
Frequently review individual and team performance against objectives through scheduled and ad-hoc coaching, on the job training, appraisals, job chats and team meetings and where necessary taking corrective action using the Company’s disciplinary procedures with the support of the CCC HR team.
Communicating and cooperating with all management and colleagues in all departments.
The ideal candidate should have:
Excellent level of verbal and written business English - especially on the telephone.
Previous experience using reservation/ booking systems and supervising a team
Excellent Customer care and communication skills
Ability to handle complaints correctly
Ability to coach and develop team members
Ability to work flexible shifts
Good knowledge of Microsoft packages
Good knowledge of the UK and Ireland geographically
It is desirable to have experience in the following areas:
Hospitality/ Travel / Tourism Qualification and or NVQ or equivalent in Customer Services or Front Office
Previous hotel / hospitality experience
Previous experience on Opera, Fidelio or similar ORS
Jurys Inns Group is and equal opportunities employer.
WE DO NOT REQUIRE THE USE OF AGENCIES FOR THIS POSITION AT THIS TIME.
Advert number 6227, Job location West Midlands, UNITED KINGDOM
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Jurys Inn Birmingham
| 245 Broad Street
Birmingham B1 2HQ
West Midlands
UNITED KINGDOM
Client Web Site
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