Travel Consultants are responsible for all calls, reservations and quotations for all properties within the Village & Life portfolio through the Travel Support Channel platform .
Product Knowledge
- Property Knowledge of all Village & Life trade products
- Policies and Procedures
- Sub Brands
- Details/terms of sub-brands within the Village & Life portfolio
- Superior product knowledge is vital
- Product knowledge is a responsibility not a function
Customer Relations
- Maintain a high standard of customer service and excellent communication skills
- Adopting a “can do” attitude with regards to customer enquiries
- Assist in investigating and resolving customer complaints
Sales
- Promote and Sell the Village & Life products and services using up-selling and suggestive selling techniques.
- Maintain a high level of product and service knowledge about all Village & Life properties/products.
- Quotations done accurately and with precision
- Confirmation and pro forma invoices processed and issued on time according to procedures and payment schedules
- Follow up and handover of all details of groups to property management and events to the relevant operations manager
- Seek to always maximise revenue sales and occupancies
Reservations
- Accurately record and process reservations made by phone/fax/email in the Property management system (Opera)
- Transfers to/from the properties booked and accurately confirmed for the right time and date with Transfer Company and with the guest/agent/operator – details to appear on correspondence and in PMS.
- Meal reservations booked and confirmed in advance with the travel desk / restaurant and with the guest/agent/operator – details to appear on correspondence and PMS accurately.
- All correspondence – fax or e-mail to be acknowledged and answered within 24 hours
- Liaison with clients and VNL villages- maintain professional and cordial relations
- Process amendments to reservations such as extensions, early departures, etc
- Manage “no show” reservations by investigation and recording of same, reverting to the reservations manager with investigation results
- Record special billing arrangements for reservations in all business segments
- All reservation details: special requests, arrival times, value adds etc to appear on correspondence accurately and in PMS - properties to be aware of guests special requests to meet and exceed guests expectations
- Liaise with Reservations/ Finance & Sales Manager for all reservations requiring credit approval
- Maintain knowledge of special rates/ offers/ promotions
- Immediate communication, to front office, of amendments to on the day arrivals.
- Follow-up on all provisional bookings. Ensure that the bookings are confirmed with deposits / full prepayments / voucher numbers where applicable, 7 days prior to arrival.
- Follow-up on any special requests, tourism service bookings and arrival times.
- Follow up on all peak bookings within the Village and Life property portfolio, ensuring that the bookings are confirmed and updated by the end of September each year.
- Communication of any special / VIP bookings to Reservations Manager and Front Office.
- Guest complaints and follow up – communicated to the Reservations Manager
- Accept waitlist reservations, record and follow up on PMS
- Forward pre-arrival mailers to guests 7 days prior to arrival.
- Record and manage traces timely and accurately
- Complete monthly OTA reconciliations and submit to reservations manager
- Take ownership of assigned custodian property and other when assigned to do so in the absence of a team member
- Ensure daily check-list is completed and submitted to reservations manager
- Assist Reservations manager with OTA recons and reporting
