The role of the Sales & Reservations Consultant is to handle all activities pertaining to Reservations. This includes the complete handling of incoming request from various sources (web, email, phone) and segments (reseller, consumer) in regards of consultation, conversion, recording, confirmation and processing the booking. A personal dedication is key to success. The Sales & Reservations Consultant needs to develop a solid understanding for individual booking files and individual segments and personas and adjust in the consulting behavior as well the handling of the request.
By handling a booking request, the Sales & Reservations Consultant has to pay attention to various yields as there are occupancy targets, revenue targets and conversions target to keep in mind. The Sales & Reservations Consultant staff works efficiently with the provided templates, software and tools and guarantees a request handling within departmental agreed response time (within the same day)
The Sales & Reservations Consultant individual keeps record of proposals and follows up on a defined scheme. He/she is committed to mutually agreed target on the conversion of segmented bookings leads (FIT; GIT, CHARTER). The Sales & Reservations Consultant manage carefully the inventory as there are courtesy hold, allocations and in particular collecting groups to monitor periodically. The Sales & Reservations Consultant manages the booking record and shared final booking manifest with quality input to the operation department for further handling.
Overall, the Sales & Reservations Consultant has a very high attention to details, understand the important of personal service and understand his or her role as crucial part to contribute to sales results. The Sales & Reservations Consultant is also the face to the costumer being the ambassador of Heritage Line representing the brand and its philosophy.
Manage any kind of incoming booking request via various communication tools from various segments
Consults booker, provides pro-active information about availability and product
Provides as well added-value information to the booker about brand, cruise product, occupancy and booking details as well as cross and up selling.
Manage the booking with personal attention and dedication until the guest have departed (along the whole costumer journey from initial booking request to check-out)
Manage allocations and group on a forward planning understanding the cruise specific to it and pay careful attention to cut back time, cut off times and follow ups
Handle tools and booking software with 100% accuracy and process all data absolute correctly
Monitors occupancy per departure and ship and reports pro-actively to supervisor on monthly basis
Adheres to 24hrs response timeline via phone, email, skype, message app
Communicate professionally with any booker
Collect all booker data / guest data carefully and process the data thru system on time
Create regular reports and monthly reports based on given template
Liaise strongly with sales team about group sales as well as evolution of new accounts
Liaise with operational department about all cross-departmental matters related to this interface
Monitor the quality and correctness of brand and product exposure and take action if needed
Any other duties assigned by supervisor that require the support of the reservation team
Job Requirement
Tertiary studies in tourism Hospitality, Economics or Business preferred
Knowledge and understanding of geography and international traveler’s needs and cultures
Good Understanding of foreign (business) culture and international business practices
Knows how to communicate professionally, verbally and in writing
Minimum 2 years working experience in reservation, operation or related area.
Experience in travel or hospitality industry a big plus
Experience with reservation processes is an advantage
Understanding of software
Multi-tasking experienced
Can handle time pressure
Excellent Written and spoken English
Excellent Written and spoken Vietnamese
Great communication skills
Highly organized and can work well under time pressure
Very Detailed-orientated and multi-tasking
Very good knowledge to MS Office Software / Reservation software is a plus
