Groups Desk Advisor - Warrington
- Employer
- Village Hotels
- Location
- Warrington, Cheshire
- Salary
- £16,244 per year
- Closing date
- 23 Oct 2019
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Groups Desk Advisor
Position Reports to: Groups Desk Manager
Job Purpose Summary: Responsible for delivering excellent sales through service to customers by answering inbound calls. They provide information, handle enquiries and transaction and deliver sales through service across multiple products. Proactive management of group bookings and chase processes Key Responsibilities and Accountabilities (Duties)
1. Targets – Take ownership for your own KPI’s across sales, call handling and quality, be aware of business on the books. Mitigate financial risk, complete and update daily activities to achieve successful sales and maintain client relationships.
2. Service – Provide a friendly, knowledgeable and professional service to all customers that positively promote the brand.
3. Teamwork – To build and maintain close working relationships to ensure the successful delivery of the team objectives and targets
4. Sales - Ensure that all revenue opportunities are maximised, conversion rate and other sales targets are achieved. Utilise cancellation reporting to proactively win back groups bookings
5. Customer Information – ensure that all relevant customer information is captured accurately and in a timely manner and is protected at all times according to GDPR. Identify risks with group bookings and send/chase contracts within SLA set.
6. Queries – Respond to customer enquiries in a professional and timely manner, promoting the full range of products and service whilst supporting promotional campaigns
7. Complaints – follow the complaints policies and ensure that all customer complaints are dealt with in a sympathetic manner
8. Administration – carry out ad hoc administrative duties as required by Manager/ Supervisor, including but not confined to email, white mail, sms and web chat. All information must be filed in corresponding mail box/s.
Positively support change and feedback where necessary. Knowledge, Skills & behaviours
1. Experience of working in a contact centre
2. Track record of delivering in sales through service environment
3. Understand of how to deal with customer enquiries and complaints
4. Excellent written and oral communication
5. Self motivated individual that can work with minimal supervision
6. Passionate about delivering for customers
7. Result orientated
8. Computer literate
9. Professional and flexible
10. Must have a “can do” attitude
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