Groups Coordinator

SCOPE OF JOB

Attend to all booking inquires via email and phone in a timely manner to ensure the reservation is captured.  Keep organized reservation records to work out the most efficient schedules to allow for maximum bookings.  Provide consistant and clear service to all pre-booking guests. Provides information about the attractions for guests that call.

Ensure the delivery of world-class guest care by overseeing the smooth and safe running of all guest-facing areas of the attraction on a daily basis ensuring that all Event Operations are maintained and exceeded.

KEY OBJECTIVES

• Attracts potential customers by answering questions about the attraction, promotions, programs, operations, location, hours, packages, and pricing
• Respond to product or service concern and provide solution when necessary.
• Upsell Orlando Cluster workshops to all school/scout/homeschool/group bookings.
• Create clear and concise upsell pitch for all group booking inquiries.
• Participate as a member of the marketing team to share information about visitor needs and internal processes, procedures and methods for continuous improvement
• Respond to guest complaints and enquiry e-mails
• Ensure that you are a knowledgeable ambassador of and encouraging the team to live and breathe the Merlin Way.

KEY RESPONSIBILITIES

• Obtains information on schedule and visit preference. 
• Explains reservation policies, payment, ticketing and refund options. 
• Makes or changes reservations utilizing the computer reservation system. 
• Enters data to establish or update accounts, enters financial data, and completes transactions. 
• Ensure timely follow up with all pre-booked requests, reservation changes and final payments.
• Prepares and emails/mails general information brochures and confirmation letters.
• Provide excellent customer service during all inquires, bookings and confirmation.
• Work with the marketing and operation teams to ensure guest satisfaction from start to finish.
• Clarify complaints, determine cause of the problem, select and explain options or best solution to solve the problem, expedite correction or adjustment; and follow up to ensure resolution. If necessary, involve relevant department in all of the above. Support operations when needed.
• Completes records, logs, and reports. 
• Responsible for the data entry of all group sales information. 
• Maintain database and make monthly content updates to all online channels including schools, tour operators, travel sites and other partners.
• Assist marketing coordinator in developing, writing, editing images, and updating all online content and social media such as Facebook, Twitter, Foursquare.
• Reporting of Sales and Inventory levels for the Events Department (birthday parties collateral, stationary packs, costumes, etc…).
• Working closely with the marketing team to promote teamwork and exceed secondary spend targets across the business.
• Leads by example and is the perfect role model for all customer-facing team to follow.
• Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Group values at every opportunity.
• All other duties as assigned.

Health & Safety

• Responsibility to ensure compliance of Health, Safety & Security within the workplace and in line with the Group Policy (HS001).
• Understand risk assessments within own workplace and ensure reporting of any new risks to appropriate line manager.
• Responsible for ensuring that team members follow safe working practices.
• Ensure own compliance of safe working procedures in place for work activities within job role.
• In cases of incidents or accidents ensure appropriate reporting is completed in a timely manner and if necessary the corrective action has been taken to avoid repeat of such incidents and accidents.

Background, Experience & Qualifications

• Requires at least one to three years of experience in a reservation or customer service role. 
• Experience in an in-bound call center is helpful. 
• Requires a track record of success in serving customers, working in a team environment, listening and providing information, and handling monetary transactions.
• Requires excellent verbal and interpersonal communication skills with strong telephone communication ability.
• Must be enthusiastic, willing to work in a face paced environment, and handle a high volume of calls. 
• Must have attention to detail and a sense of urgency.  Requires basic math skills to complete monetary transactions. 
• Requires basic computer skills to enter customer data with the ability to type accurately at least 20 wpm. 

• Experience with computerized reservation systems is helpful.  Knowledge of MS Word, Excel and Outlook required.
• Experience in dealing with guests in difficult situations.
• Experience of maintaining the highest level of service in high-pressure situations.
• Knowledge of Microsoft Excel, Outlook and Word.
• Excellent communication.
• Proven ability to work on multiple projects simultaneously and multi task as necessary.

Work Environment, Working Pattern and Other Requirements

Work Environment:

Various inside and outside areas within the Attraction, with varying temperatures and floor surfaces.

Working Pattern:

Typically the working hours will be Monday through Friday from 8am-5pm. Days worked are five out of seven. A working week is a maximum of 40 hours. Occasional overtime when necessary.

Other Requirements:

• Excellent communicator
• Understanding of Health and Safety regulations
• Computer literate
• Good understanding of staff welfare
• Confidence to demonstrate the passion in the product