Reservations Specialist

Purpose of Role:

The Reservations Specialist is responsible for coordinating all aspects of online, email and telephony bookings for the venue. You will be required to liaise regularly with the venue and sales teams to ensure a seamless customer experience, passing on all relevant information in relation to booking preferences and requests.

Main Responsibilities & Duties:

• Answer all incoming enquiries and requests in an attentive, courteous, and efficient manner
• Checking availability for the booking and offering advice on alternative dates and time, if possible, to maximise space and the smooth running of the venues
• Answer any enquiries in relation to the services, products, and facilities available at the venue
• Management of reservations and bookings, forwarding pre-orders and run sheets through to venue team as required
• Troubleshoot any issues that might arise surrounding the bookings
• Sending out pre-orders, or relevant forms/function packs, for bookings or information requests
• Ensure function sheets are prepared where necessary and distributed in a completed state in an appropriate time prior to the booking arrival
• Confirm booking details with the customer prior to arrival
• Ensure that communication is clear and confident
• Provide any relevant feedback to venues and communicate any problem areas to management if required
• Fulfill other duties as required by TSGG operated Oche or Shufl venues, as well as any franchises and department personnel as requested/required
• Work to meet and exceed reservation metrics, to achieve desired business outcomes.
• Reservation metrics include conversion, ob calls, deal dispersion, revenue and activity.

Qualifications & Experience

• Previous experience in the hospitality industry preferred
• 3+ years' experience in a similar role
• Exception written and verbal communication skills
• Experience handling inbound and outbound calls and email enquiries
• Experience handling reservations in the hospitality or related industry
• Exceptional customer service skills
• Ability to multi-task and prioritise work accord to timeframes and deliverables
• Work schedule : Monday - Friday, 2:00 PM - 11:00 PM

Skills & Competencies

• Metrics-driven: work in line with deadlines and objectives with an eye for creativity and brand
• Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience.
• Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.
• Commerciality: ability to apply knowledge in a practical, commercial manner.
• Teamwork: willingness to assist and support others as required and get on with team members.
• Project Management: Strong project management, multitasking, and decision-making skills

ShoreXtra Perks

• Free barista-style coffee
• Free parking and jeepney services
• Highly engaged team
• Unlimited potential for growth
• Challenging role
• Fun and family-oriented working environment
• Bronze Level referral bonus