Receptionist SACO Manchester
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JOB PURPOSE: As part of the front of house team you will be responsible for guest services, including dealing with enquiries and reservations for the SACO serviced apartments in Manchester. This will include providing an excellent reservations service to customers and bookers, maximising revenue and occupancy whilst ensuring the highest possible levels of customer service are met at all times. A hands-on approach will be required to assist with operational issues as required such as housekeeping, maintenance and porterage.
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KEY RESPONSIBILITIES
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KEY PERFORMANCE INDICATORS
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Deliver monthly sales targets and excellent customer service:
- To respond to all incoming enquires to ensure monthly occupancy and revenue targets are met while delivering the highest standards of customer service.
- Answer the telephones in accordance with SACO company standards, dealing with queries and bookings in a polite and efficient manner.
- Identify customer needs and convert enquiries to bookings to achieve conversion targets.
- To produce invoices and confirmations accurately and on time.
- Build appropriate relationships with customers and bookers that encourage rebooking and using SACO as a preferred supplier.
- Undertaking apartment viewings as required generating new business opportunities.
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- Occupancy and revenue targets are met.
- Feedback from customers and bookers.
- Rebooking targets are met.
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Guest services:
- Meet and greet of all arriving guests. Provision of keys and show to apartments.
- Management of the Manchester switchboard. Answering the telephones in accordance with SACO company standards. This will include dealing with calls to/from guests, message taking and transfer of calls.
- Respond to any issues or complaints guests may have during their stay, ensuring remedial action is taken where applicable.
- Support with housekeeping and maintenance and other duties as required.
- Handling requests for ancillary services e.g. Broadband, car parking and prepare bills for customers as required
- Encourage guest and bookers to complete guest surveys.
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- Guest feedback.
- Handovers carried out.
- Repeat business levels.
- Systems are accurate and up-to-date.
- Guest issues are dealt with promptly.
- Guest survey targets are met.
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Systems:
- To be proficient with the main computer systems used by SACO for reservations and property management.
- Follow all booking policies and procedures to ensure that the booking processes run smoothly and the customer is satisfied.
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- Processes are followed.
- Customer satisfaction levels are achieved.
- Occupancy and revenue targets are met.
- Accuracy of information on the systems.
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Work as a team
- Look after and manage other team members bookings and enquiries when they are away from the office to include providing cover for breaks and holidays.
- Provide buddy support for new team members.
- Provide positive and constructive input at team meetings.
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- Booker and guest feedback.
- Target achievement.
- Feedback from Reservations Manager.
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Self-Development:
- Undertake training to ensure that product knowledge is always up-to-date.
- Undertake site visits to build relationships expand product knowledge.
- Proactively prepare for 1:1 meetings and appraisals with manager.
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- Feedback from customers.
- Feedback from Operations staff.
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VALUES – the way we do things at SACO
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We stand for excellence in everything that we do, first class results, outstanding customer service and a fresh approach that keeps our customers coming back. Our core values are, therefore:
Excellence – We aim to be experts in our field. We make sure we do the little things right all of the time and keep setting ourselves higher standards to ensure we stay ahead of the competition.
Results – We are all here because we are trying to deliver a result. We set clear objectives and track how well we are doing. And when we do succeed, we celebrate success for individuals, teams and the company as a whole.
Service – SACO likes to treat others as we would like to be treated ourselves. Great service is about making people feel valued and respected and is the best way we can differentiate our brand.
Approach – We try to take a positive approach to everything and while what we are doing may be called "work", there's no reason why it can't be enjoyable and fun at the same time.
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COMPETENCIES
- Results orientated
- Excellent communications skills
- Customer focussed
- Teamwork and co-operation
- Good organisational skills and attention to detail
- Excellent computer skills
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EXPERIENCE
- Previous experience in a reservations or front of house role, preferably within the travel or hospitality industry.
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LOCATION
Shifts are organised in conjunction with other team members to ensure cover is provided at all times (7 days per week, Monday to Saturday 7am -11pm, Sundays 10am - 7pm).
Shifts will be rostered to work 5 out of any 7 days per week to cover opening hours; therefore, weekend working will be required.
The nature of the role will require a high degree of flexibility particularly at busy periods.
Travel to Head Office in Bristol and other apartment locations will be required.
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Interviews will be taking place in February and March. Due to the high volume of applications that we receive, please accept that if you have not received a reply from us by the end of March, your application has not been successful on this occasion.
