Area Reservations Coordinator

Position:   Area Reservations Coordinator                                                                                                     Location:  Larkfield

Department: B2B Support Team                                                                                                                     Company: Albatross B2B Division

Reporting to: Area Supervisor

Brief description of the role

The role of the Area Reservations Coordinator is to ensure the accurate and timely delivery of supplier space at the best rate to enable the commercial team to maximise margin and offer clients and suppliers a first-class service. Also, to be the main contact to our ad-hoc suppliers, strengthening the knowledge we have of each area and the relationships between the suppliers and Albatross Travel/Europa.

Competencies for success

The Area Reservations Coordinator will demonstrate:

• Must be able to work well on own initiative and within the team
• Organisation skills are essential as well as an ability to prioritise workload
• Effective communication skills (internal and external)
• Strong use of English grammar (written and spoken)
• Friendly and professional telephone manner
• Be able to work under pressure and to deadlines
• Be sensitive to client needs (internal and external)
• Able to take responsibility for own work
• Strong administration skills and attention to detail
• A desire to exceed expectations in customer service
• A passion for travel
• A willingness to learn and a desire to succeed
• Commercial awareness and the ability and confidence to negotiate
• A firm commitment to the Albatross Group’s Core Values, Vision and Mission

Main responsibilities (core areas of work)

• Taking responsibility for the placing of all assigned area hotel bookings, as driven by the Enquiry Screen, always with a view to maximise margin and minimise response times.
• Providing quote, confirmation and research support to the Albatross Travel & Europa Account Managers and all relevant stakeholders across the group, as well as being responsible for all allocated quotes within the assigned area. Including but not limited to:
  • Entering rates, allocation and other relevant supplier information onto the company’s booking system,

website or other in-house distribution tool as required.

• Issuing contracts to hotels along with back up material where necessary.
• Requesting space at hotels and negotiating rates and inclusions with suppliers, ensuring stock is checked first.
• Managing hotel options and expiry dates and confirming/releasing when required.
• Switch selling product to the sales team where necessary.
• Ensuring all supplier correspondence is attached to the quote/tour.
• Issuing hotel contracts ensuring all have the correct notes in line with the company procedures, processes and brand standards.
• Loading hotel allocation when space is confirmed ensuring all global terms are correct.
• Committing to the companies guaranteed service levels and response times.

• Providing support to the B2B operations teams by taking responsibility for the following but not limited to:
• Negotiate a driver’s free place when client numbers fall below supplier free place threshold.
• Supporting with extra room and special requests when required.
• Ensuring we have hotels sample menus or fixed choice menu’s attached to system for ops to advise clients.
• Sending clients due diligence requests to suppliers when requested.
• Sending supplier cancellation correspondence when tours cancel due to low numbers etc.
• Adding consistent and relevant information to voucher notes where possible.
• Building strong relationships with suppliers whether by telephone or face to face.
• Ensuring response time guidelines are adhered to and, when this is not possible, liaising with the relevant stakeholder, via the Enquiry Screen, to enable the client to be updated and keeping all colleagues informed with all aspects of the request.
• Ensuring that the Enquiry Screen is kept completely up to date with relevant information.
• Checking and signing supplier contracts.
• Constantly review and update estimated rates and inform sales once they are confirmed to be pulled through to quotes/tours.
• Request marketing material including imagery and descriptions as appropriate to support marketing and the Information Coordinator.
• Continually building and improving product knowledge, including attending contracting trips and familiarisation events, when required.
• Collating, checking and advising on Intranet Links that B2B sales and operations teams need to be aware of.
• Contacting suppliers via telephone whenever possible.
• Assisting with the placing of TBA and mystery hotel bookings, always with a view to maximising on margin and minimising response times.
• Loading any new hotels onto the company booking system ensuring all global terms and contact details are correct.
• Ensuring that the company booking system is kept completely up to date with relevant information and supplier/product loaded in the correct place in the system.
• Controlling and requesting staff concession request for ad-hoc suppliers in the assigned area.
• Negotiating with suppliers to maintain and improve Gross Trading Profit.
• The overview and coordination of double sold hotel space (currently for London only).
• Work closely with Area Knowledge Team to provide cover and support during peak sales periods and annual leave.
• Complete actions from Support business plan as necessary.
• Maintaining a clean and orderly workspace and workplace.

Please note that this list is not exhaustive.  At times the job role may be altered to help others complete their duties.

What does success look like?

• Working effectively with B2B sales, operations, contracting and accounts teams.
• Sales teams have more time to be proactive with their clients and sales are increased year on year.
• Offering clients the best value for money whilst ensuring that they are happy to work with us year after year.
• Clients are providing us with great feedback.
• Suppliers are providing us with great feedback.
• The department has delivered improved service levels for our key relationships.
• You lead by example and are respected by your team members.

• A clean database and more accurate categorising of suppliers.
• A clean and up-to-date Task Pad/dashboard.
• Increased number of clients and suppliers working with The Albatross Travel Group.
• Achievement of Sales and Gross Trading Profit targets.

• We are ‘Albatross People’ and support our core values.

Key Performance Indicators/Measures

• Working alongside the Albatross Account Managers to meet Realisation, Sales and Gross Trading Profit targets.
• Adhering to Albatross response times.
• Staff Surveys.
• Client Surveys.
• Supplier Feedback.
• Client Feedback.
• Achievement of the Support Team key actions.

Key relationships/clients

Internal: 

Line Manager

All B2B Teams – Albatross Travel/ Albatross Europa/ Support/ Area Knowledge/ Marketing

All Service Teams – Group Contracting/ Supply & Service/ Accounts and IT

Chief Executive & Managing Directors

External:

All key stakeholders to include existing and future, suppliers and clients.