Reservations & Customer Care Executive

SLH Reservations & Customer Care Executive

SLH is searching for a full-time Reservations & Customer Care Executive in London. This role reports to the Head of Reservations & Customer Care, and in their absence to the Senior VP Distribution.

Location

Office Based (Flexible working hours) London, UK.

Working Hours

Monday to Friday 9:00 AM – 5:30 PM GMT (Fridays until 5:00 PM GMT). Weekend working flexibility preferred.

Key Responsibilities

• 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. Fluency in Spanish and/or Italian (written and spoken) preferred.
• 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.

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