We are seeking experienced resort hotel sales & reservations professionals to manage the outsourcing of the sales & reservations function for our three resorts located in the Cook Islands in the South Pacific. We are looking to outsource to locations that would be able to provide 24/7 coverage, most likely to India, Philippines or the Caribbean for the processing of all sales enquiries and reservations for our three resorts;
• The Rarotongan Beach Resort & Lagoonarium
• Sanctuary Rarotonga – on the beach
• Aitutaki Lagoon Private Island Resort
Pre-COVID 70% of our reservations came from New Zealand, 20% from Australia and 10% from the rest of the world so familiarity with these markets would be an advantage as well as coverage of the New Zealand and Australian market is essential.
The scope of work would be on a 24/7 basis covering all source markets around the world from guests (both new guests and returnee guests), travel agents, travel wholesalers, online travel agents such as Expedia and [login to view URL], brides, wedding planners, professional conference organizers etc.
Processing of all reservations requests, ensuring that all details entered into the hotel’s Property Management System INFOR HMS are correct including bedding configuration, numbers and ages of children if any, flight details, bus transfer details to and from the airport, payment or credit card details et cetera and confirmation of the same.
Responding to requests for information including availability, rates, room facilities and configurations, general information about the resort, bars and restaurants, spa, kids club, tours, gift shop et cetera by telephone, email, live chat, Facebook, website et cetera.
Responding to requests for proposals for weddings, conferences, groups, family reunions et cetera by drafting a response for approval by the Director of Sales & Marketing the following day.
Reconciling details from the guest check in with the reservation to ensure that guests have received the room that they have booked and paid for, the payment details are correct and any payments have been collected, ensuring that the guest address details are correct including the telephone and email details et cetera.
Updating a weekly analysis and sales forecast including a report on competition.
Conducting outbound sales calls to guests as well as travel agents that have responded to various marketing initiatives to provide further information, identify their needs and secure a reservation.
Ensuring that the correct payment has been received from guests prior to check-in or alternatively if there are credit facilities in place that these have been correctly observed by the travel agent or travel wholesaler.
Reconciling the weekly accounts receivable report detailing outstanding amounts from groups in house, travel agents and travel wholesalers, prepayments, incidental expenses incurred by guests in-house, accounts receivable analysis et cetera
Completing the night audit and income audit reconciling all revenues received each day and certifying that this is the case by 8 a.m. Rarotonga, Cook Islands time, which is the same as Hawaii time, each day in an email report.
The ideal candidates for these positions would be university graduates (preferably with majors in hospitality / hotel management or sales & marketing) with a minimum of three years’ experience in an international hotel reservations / sales department in addition to at least one year’s experience in the front office / reception of an international hotel including night audit / income audit experience and a score of at least 6.0 on the IELTS English language test.