Sales and Reservations Agent - Liverpool, United Kingdom - EPIC

Description

EPIC is looking to hire a Sales & Reservation Agent to work side-by-side with our Sales and Revenue Manager and help us deliver the EPIC experiences we've become accustomed to - across all areas of the EPIC family. As a Sales & Reservation Agent, you will be responsible for assisting guests with their accommodation reservations and providing exceptional customer service. This is a 32 hour contract, with flexibility to pick up additional hours. If you have excellent communication skills, a passion for hospitality, and enjoy working in a fast-paced environment, we would love to hear from you.


Responsibilities:

Guest Experience / Guest Hosting

• Ensuring guests are comfortable with selfcheckin process, supporting where necessary
• Acting as a point of contact for guests inhouse, assisting with general guest enquiries via virtual platforms including Whats App and OTA comms
• Handling and/or escalating any guest complaints appropriately.
• Being fully conversant with EPIC facilities, services and promotions and whenever appropriate, offering this information to the guest
• Ensuring Zoho inboxes (including guest WhatsApp and web chat) are monitored during your shift and responded to appropriately within target timeframes.
• Upselling EPIC Extras and appropriate packages to our pre arrival guests.
• Ensuring all EPIC Extras and Group Guest Journeys are delivered as per VIP Arrivals Sheet
• Ensure all review responses are actioned within 24 hours via Booking platform
• Administrative tasks for check in and out ensuring the below is action: Payment of Accommodation is complete on Charge Automation Security Deposit is complete on Charge Automation Any requested extras are complete / paid and actioned on Charge Automation All Check in Codes / Information sent by 3PM to Guest via Whats App / Airbnb / VBRO etc.

Reservations Admin

• Processing bookings and payments, using our booking system (Advance Purchase Rates)
• Chasing any unguaranteed bookings within 24 hours
• Daily checks on any reservations made the previous day.
• Daily checks on any future reservations 14 days prior, 3 days prior and 1 day prior of arrival
• Assisting with overall reservations administration including all mailboxes
• Looking for opportunities to convert OTA bookings to direct business

Skills and Experience Required

We expect all our team members to represent the EPIC brand by demonstrating our values in their day-to-day operations with a positive can-do attitude.

We are a team working towards the same goal, to ultimately serve the guest and ensure an EPIC experience throughout their journey with us.

As a guest interacting team member, the following skills and experience are essential in this role:

• Great customer service skills
• Hospitality focussed
• Excellent planning and organisational skills
• Effective communication and interpersonal skills
• Motivational approach to daytoday tasks
• Good knowledge of Outlook and Microsoft packages
• Previous customer hospitality experience preferred

Job Types:
Full-time, Part-time


Salary:
£11.44 per hour


Work Location:
In person

Application deadline: 29/03/2024

Reference ID:
Sales & Reservations Agent