Job Description

THE ROLE

I am currently recruiting for a Meetings and Events Reservation Executive for my client based in Tower Hill, Droitwich. They are a privately owned company which initially specialised in booking 2-5-star accommodation and short breaks throughout the UK for both the leisure and corporate traveller, as well as offering call centre facilities to hotels and other leisure related companies. They also offer emergency relocation services and accommodation and claims handling to the insurance market. As M&E Reservations Executive, you will deliver exemplary customer service from initial enquiry through to booking contract stage ensuring all sales enquiries and conversion targets are consistently achieved.

KEY RESPONSIBILITIES/DUTIES

• Respond to all enquiries through all channels and sources to include business groups, leisure groups, project events, training, social banqueting training, social banqueting, weddings and meetings
• To proactively refer all hotels within the LGH portfolio to match client requirements and retain business opportunity for LGH
• To produce detailed and accurate proposals, ensure consistent written confirmations of all discussions and proactively up serve solutions for clients
• To actively convert customer enquiries into confirmed sales and develop future and repeat business for all hotels within the portfolio contributing to the profitability of the hotels
• To deliver the brand standards of outstanding customer enquiry service whilst ensuring a clear and effective line of communication is maintained with the central sales, revenue and hotel teams
• To work with other members in the LGH team to develop successful customer partnerships
• To ensure that notes and required fields are consistently updated to maintain efficiencies and focus on conversion through proactive event planning
• To produce accurate communication for confirmed events ensuring hotel departments and customers are kept updated in a timely manner for excellence of service delivery
• Identify customer needs and provide solutions to match them
• To check customer satisfaction post event and resolve any outstanding issues and securing future sales leads
• Communicating with the hotel team regarding forthcoming business on books and specific operational support for customers throughout enquiry workflow
• Providing regular feedback to the manager regarding customer requirements and conversion strategies of live enquiries
• Consistently ensure the LGH account managers are involved to support conversion
• Respond and identify positively ALL sales opportunities, working with the central sale team, to maximise revenue for LGH
• Identify new accounts and contacts to develop sales leads
• Assist in additional projects and departmental tasks as required
• To handle all administrative tasks in an efficient and timely manner
• To act on your responsibilities detailed in the Health & Safety at Work Act 1974
• To demonstrate a working knowledge of fire prevention and to follow the company's evacuation plan on hearing the alarm
• To be security conscious with respect to /staff/ property/welfare and to report suspicious circumstances to your Manager

PERSON SPECIFICATION

Essential

• GCSE English and Maths
• At least two years' experience in similar role
• Customer focused
• Evidenced sales successes
• Excellent written and verbal communicator at all levels
• Active listener
• Intermediate in Microsoft Office systems including Excel and PowerPoint
• Strong organisation & planning skills
• Ability to prioritise appropriately
• Confident presentation skills
• Ability to work under pressure
• Ability to get on well with a wide variety of people
• Willingness to learn
• Ability to work independently and on own initiative
• Willingness and ability to be flexible

Desirable

• A-level/degree
• Opera PMS
• Brilliant PMS
• Smart Space
• Good relationship builder
• Ideas proficient
• Experience with problem solving and customer complaints
• Interest in meetings and events

SALARY AND WORKING HOURS

• Permanent role
• 40 hours per week
• Office opening hours: Monday - Friday / 8.30am - 7pm
• £20,300 salary

BENEFITS

• Discounted travel and accommodation
• Annual company bonus
• Additional holiday with years' service
• Company social events
• Referral scheme - £200 bonus if you recommend an individual to the company and they pass probation
• Training and development, they promote within the business where possible
• Healthcare cashback scheme

DOES THIS SOUND LIKE YOU?
If you have a Customer Service background and are local to Birmingham, please send your cv and call Maisie on 0121 643 6954