Reservations & Customer Care Executive
SLH is searching for a full-time Reservations & Customer Care Executive in Sydney. This role reports to the Reservations & Customer Care Manager in London and the Director of Development, Australia & New Zealand in Sydney.
Introduction
Location: Sydney (Office-based with Hybrid Options)
Working Hours: Monday to Friday, Full-Time (weekends may occasionally be required)
Benefits: 20 days annual leave (pro-rata), all NSW public holidays, SLH Staff Rate
Key Responsibilities
• Achieve monthly reservation revenue targets
• Process reservations by email, telephone, chat or central reservation systems.
• Analyse all guests and travel agents’ requirements, recommend suitable options for all customers, and assist in confirming all reservations.
• Answer any questions about the reservation process and the SLH loyalty programme.
• Provide support to customers who may need to amend or cancel a reservation.
• Manage incoming calls for the SLH Reservations & Customer Care department, ensure a response to all queries, and maintain professional relationships and atmosphere at all times.
• Sort out any issues that may arise with bookings or reservations (i.e. inaccurate rates & restrictions, etc.).
• Up-sell the hotels’ additional services or special packages, such as transfers, SPA add-ons, etc.
• Identify and report rates, inventory and content discrepancies.
• Work closely with the Sales Team as well as with other departments to make sure the SLH procedures are followed at all times.
• Represent the SLH brand values at all times when dealing with customers and colleagues
Desired skills and experience
• Preferably qualified with a university degree and at least 3 years of experience in the hotel industry within the luxury sector.
• Must be fluent in English (written and spoken). A second language (i.e. Mandarin, Japanese) is preferable.
• Previous experience and proven ability in telephone sales, preferably within the luxury sector of the travel industry, is highly regarded.
• Great analytical abilities to interpret statistical data and thorough attention to detail.
• Must be a team player with a strong ability to self-manage with a “get it done” attitude.
• Ability to work and thrive in a multi-tasked and fast-paced environment.
• Good knowledge of Salesforce, PMS, CRS & GDS and/or other distribution systems is preferable.
All applicants should have the right to work in Australia.
Please send your application with your CV to mariano.porcelli@slh.com
Small Luxury Hotels of the World™ (SLH) is the most desirable community of independently minded travellers and independently spirited hotels in the world. We turned the luxury boutique hotel into a phenomenon and selected the distinctive, the diverse and the downright delightful. People, places and experiences with individual character, intimate charm and inherent class. We've personally visited, vetted, and verified over 620 hotels in more than 90 countries. We are envisioning a future where people experience the world with intention, embrace its intimacy and protect its integrity.