Reservation Executives

*PURPOSE AND SCOPE OF ROLE:
The role of the Reservations Executive is to handle all activities pertaining to Reservations. This includes handling incoming request from various sources with the highest attention to quality. The reservation person must consult and provide to the booking party all product and booking related information including but not limited to cruise product, cruise availability or cruise services.
The reservation manages booking request carefully and on time with any booking party (b2b and b2c) with a high effort on achieving conversion rate objectives. The reservation follows templates and standards for proposals as best practice and processes bookings on manifest with highest attention to details and quality. The reservation person tracks and monitors FIT leads and performances and liaise strongly with sales team for non-FIT business.
The reservation person can perform on a daily routine with a high attention to details. The reservation person understands his or her task as an ambassador of the company providing best quality of service and communication.
*TASKS:
1. Reservations:
• Manage incoming booking enquires (phone, skype, email) from resellers and consumers regards availability, tentative or firm booking
• Providing in depth consultation about cruise products, booking process and availability
• Monitors occupancy per departure and reports to supervisor any important changes and situations offering solutions to it
• Manage and process bookings via provided templates (confirmation, booking manifest, etc)
• Works with a high attention to achieve conversions rates on individual request taking action in the given authority to convert request into booking
• Reply to any request within a timeline of 24 hrs
• Communicate in professional English with all parties.
• Post-Confirmation Booking Management: Collect all needed guest/passenger data pro-actively from bookers and ensure correct data is managed and processes with no mistakes
• Prepare guest manifest for operation and front office onboard
• Work closely with Sales Team for Group and charter request
• Liaise and inform operation and suppliers for bookings of extra services
• Participate actively in cross selling to achieve objectives (offer alternative cruise products, additional services to the requesting party (cross selling, up selling, add-on selling)
• 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
2. Reporting:
• Daily and weekly recording / reporting on reservation topics
• Alert to supervisor pro-actively critical inventory/booking status in particular on groups materialization
• Support with reservation data / figures whenever requested by HOD/Sales team on adhoc basis (system or manual report)
3. Continuous Improvement:
• Identify areas for continual improvement across Reservations and cross-functional for the Operation & Sales department
• Establishes good working relationship within the reservation department and with other departments