Company:
North Coast Hotel Resort Ltd.
Details:
JOB OVERVIEW: This position is responsible for being the link between our customers and the resorts. This position provides exceptional customer service under four core functions – Information Sharing, Reservations, Customer Service and Satisfaction and Customer Retention. This job’s responsibilities include, but are not limited to the following:
ACCOUNTABILITIES:
Primary Responsibilities:
Information Sharing
• Sharing information with guests about all products offered by North Coast Hotel Resort Ltd.
• Assessing potential guests’ needs in order to make recommendations to the right property.
• Generating information packages for potential new guests.
• Competitive research and analysis.
• Other job duties as required.
Reservations
• Establishing a new customer list through lead generation and follow-up by seeking referrals from satisfied guest and contacting all connections made at Industry, Sportsman and Trade Shows.
• Soliciting the sale of new or additional guests, services or products using the new customer list.
• Achieving and exceeding resort sales targets as measured through sales reporting.
• Coordinating guest reservations for our three properties, as well as off-site hotels partners; includes coordinating flights, accommodations, fishing, activities etc.
• Advising guests of all reservation policies, generating invoices and trip documentation, and collection of all trip payments; callbacks as required.
• Managing data from weekly reports including outstanding accounts, tentative reservations, lead callback lists etc. and tracking actual sales relative to sales targets.
• Checking daily reservation activity reports, ensuring all information is correct and complete.
• Determining charges for reservations requested, collect deposits or payments, and/or arrange for billing.
• Other job duties as required.
Customer Service and Satisfaction
• Answering all inbound phone calls displaying a pro-active, positive and energetic interaction.
• Ensuring all customer interaction is polite and friendly.
• Responding promptly to guest inquiries and complaints.
• Recommending improvements in products, service or billing methods and procedures in order to prevent future problems.
• Successful achievement of Customer Satisfaction targets as reflected in measures such as surveys.
• Accurate tracking and recording of customer contact on tracker reports and reservation system guest history fields.
• Other job duties as required.
Qualifications & Experience:
Education and Technical Skills:
• Post-secondary degree or diploma in hospitality or tourism preferred.
• WorldHost trained customer service professionals are preferred, or other customer service training of a similar level.
• Training in reservation management, lead generation and closing the sale techniques.
• An understanding of hotel products and marine based activities.
• Knowledge of administrative procedures, and business and professional communication standards.
• Computer aptitude; thorough knowledge of reservation systems, Outlook, Word and Excel.
• Experience with RoomKey and Rezgo and asset.
Experience:
• Experience working in a customer service focused environment.
• Experience working within a call centre environment.