• Maximize company’s revenue and guest satisfaction by receiving, handling and processing guest reservations under the direction of the Head, Sales.

Principal Duties and Responsibilities

• Provides quality customer service according to UpBeat Standard, greet guests over the phone in friendly, courteous manner, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
• Respond to and resolve escalated issues and/or unique or complex requests from customers; with assistance from Line Manager where needed. Answer all customer product and service questions as required.
• Oversee client bookings and function space allocations; ensure that the client’s specifications and request is taken into consideration when confirming and securing their bookings.
• Upsell by offering company’s clients additional services or special packages offered.
• Records reservation information accurately on the PXIER App. Files all reservations in a systemic order for easy referral.
• Provide customers with quotations, negotiate the terms of agreement and close sales.
• Ensure daily compliance with company’s Sales Process by monitoring and reviewing the sales call log, updating sales database, order taking system, complaints resolution process and other relevant sales activities.
• Deals with and acknowledges assigned incoming correspondence, emails, vouchers and walk-ins in a timely and accurate manner.
• Liaise with the Finance Team to ensure that all payments and receivables are collected as and when due.
• Gather market and customer information; carry out periodic customer satisfaction survey to obtain feedback from customers and identify service and product improvement opportunities.
• Liaise with Clients and book appointments for Line Manager.
• Build customer loyalty and retention by developing various schemes i.e. Birthday or Special occasions, attending customer events, implementing feedbacks etc.
• Present, promote and sell products/services using solid arguments to existing and prospective customers
• Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
• Establish, develop and maintain positive business and customer relationships
• Reach out to customer leads through cold calling
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Achieve agreed upon sales targets and outcomes within schedule
• Coordinate sales effort with team members and other departments
• Analyze the territory / market’s potential, track sales and status reports
• Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
• Keep abreast of best practices and promotional trends
• Continuously improve through feedback
• Assist in the preparation and organizing of promotional material or events.
• Prepare periodic activity report as required by the Head, Sales.

Experience and Qualifications

• HND/B.Sc or equivalent academic qualification in Social Sciences & Humanities.
• Minimum of 2 years post qualification cognate experience.

Competency and Skills Requirements:

• Ability to use up-selling techniques.
• Excellent Product knowledge
• Exceptional Negotiation & Customer Relationship Management Skills
• Intermediate Numerate Skills.
• Exceptional Communication & Presentation Skills
• A passion for excellence.

Person Specification:

• Friendly, Efficient and Patient with people.
• Problem solving skills
• High degree of accuracy and attention to detail.
• High degree of independence with objectivity and assertiveness.
• Approachable with good interpersonal skills and the ability to effectively interact with clients across all levels.
• Able to deal with sensitive information in a confidential manner.
• An enquiring mind set consistently seeking innovative ways to deliver without compromising quality.