Travel Consultants are responsible for all calls, reservations and quotations for all properties within the Village & Life portfolio through the Travel Support Channel platform. Product Knowledge Property Knowledge of all Village & Life trade productsPolicies and ProceduresSub BrandsDetails/terms of sub-brands within the Village & Life portfolioSuperior product knowledge is vitalProduct knowledge is a responsibility not a function Customer RelationsMaintain a high standard of customer service and excellent communication skillsAdopting a "can do" attitude with regards to customer enquiriesAssist in investigating and resolving customer complaints SalesPromote and Sell the Village & Life products and services using up-selling and suggestive selling techniques.Maintain a high level of product and service knowledge about all Village & Life properties/products.Quotations done accurately and with precisionConfirmation and pro forma invoices processed and issued on time according to procedures and payment schedulesFollow up and handover of all details of groups to property management and events to the relevant operations managerSeek to always maximise revenue sales and occupancies ReservationsAccurately record and process reservations made by phone/fax/email in the Property management system (Opera)Transfers to/from the properties booked and accurately confirmed for the right time and date with Transfer Company and with the guest/agent/operator – details to appear on correspondence and in PMS.Meal reservations booked and confirmed in advance with the travel desk / restaurant and with the guest/agent/operator – details to appear on correspondence and PMS accurately.All correspondence – fax or e-mail to be acknowledged and answered within 24 hoursLiaison with clients and VNL villages- maintain professional and cordial relationsProcess amendments to reservations such as extensions, early departures, etcManage "no show" reservations by investigation and recording of same, reverting to the reservations manager with investigation resultsRecord special billing arrangements for reservations in all business segmentsAll reservation details: special requests, arrival times, value adds etc to appear on correspondence accurately and in PMS - properties to be aware of guests special requests to meet and exceed guests expectationsLiaise with Reservations/ Finance & Sales Manager for all reservations requiring credit approvalMaintain knowledge of special rates/ offers/ promotionsImmediate communication, to front office, of amendments to on the day arrivals.Follow-up on all provisional bookings. Ensure that the bookings are confirmed with deposits / full prepayments / voucher numbers where applicable, 7 days prior to arrival.Follow-up on any special requests, tourism service bookings and arrival times.Follow up on all peak bookings within the Village and Life property portfolio, ensuring that the bookings are confirmed and updated by the end of September each year.Communication of any special / VIP bookings to Reservations Manager and Front Office.Guest complaints and follow up – communicated to the Reservations ManagerAccept waitlist reservations, record and follow up on PMSForward pre-arrival mailers to guests 7 days prior to arrival.Record and manage traces timely and accuratelyComplete monthly OTA reconciliations and submit to reservations managerTake ownership of assigned custodian property and other when assigned to do so in the absence of a team memberEnsure daily check-list is completed and submitted to reservations managerAssist Reservations manager with OTA recons and reporting