Reservations Advisor

Reservations & Customer Sales Advisor Location: Lancashire
Hours: 37.5 hours per week, 5 days over 7 (including weekends)
Axon Moore is supporting a leisure and tourism business in Lancashire in the recruitment of a Reservations & Customer Sales Advisor.
This role will involve handling holiday enquiries, converting leads into bookings, and delivering a high level of customer service. The position sits within the reservations team and will play an important part in supporting occupancy and revenue targets.
Key Responsibilities

• Handling inbound and outbound enquiries relating to holiday bookings.
• Working towards targets around call volumes, conversions, bookings and revenue.
• Providing a high standard of customer service to both new and existing customers.
• Managing enquiries via phone, email, social media and in person.
• Speaking with customers to understand their holiday requirements and recommending suitable options.
• Managing leads from initial enquiry through to confirmed booking and ensuring appropriate follow-up.
• Identifying opportunities to upsell and cross-sell additional services.
• Keeping customer records up to date within the reservations/CRM system.
• Chasing outstanding payments and completing booking administration.
• Supporting outbound sales activity and lead generation when required.
• Carrying out customer satisfaction calls when requested.
• Maintaining a good understanding of available products, locations and local attractions.
• Assisting with the handling of customer complaints and resolving issues where possible.
• Ensuring accurate notes are recorded on the booking system following customer interactions.
• Taking part in training and development when required.
• Adhering to company policies and health and safety procedures at all times.

Skills & Experience

• Strong communication skills, both verbal and written.
• Good organisational skills with strong attention to detail.
• Confident dealing with customers in a professional manner.
• Ability to work to targets and manage workloads in a busy environment.
• Good administrative skills and general IT literacy.

Requirements

• Right to work in the UK.
• Good working knowledge of Microsoft Office (Word, Excel, Outlook).
• Experience using CRM or booking systems would be beneficial.
• Previous experience in a customer-facing role.
• Experience in a sales or call centre environment is advantageous.
• Experience within travel, leisure or tourism would be desirable.