Job Description – issued April 2016

Job TitleBookings Officer

Responsible to:Front of House Manager.

Major ObjectivesTo act as first point of contact for enquiries by schools, coach operators and group visit organisers and to convert enquiries into advance sales. To provide first class customer service on every occasion.

Main Tasks

  • To be the first point of contact for all telephone and personal callers to the National Space Centre offices.
  • Respond professionally and quickly and provide relevant information to all enquiries from coach tour operators, group travel organisers and schools groups.
  • Take advance group bookings from all types of groups and the administration associated with such bookings to ensure a first class booking service.
  • To be a point of contact for all Stardome, Challenger Learning Centre, Video Conferences, Sleepovers and Birthday Party bookings.
  • Working closely with the Education Team and Operations Team to ensure all booked programmes and any special requests are covered appropriately e.g. staffing rotas.
  • To provide reports relating to bookings to members of the management and marketing teams as required.
  • Assist with mailshots and other marketing campaigns to group organisers, schools or coach operators.
  • To process any complimentary entry requests.
  • Mailing of leaflets / information etc.
  • Manage online bookings.
  • Manage the feedback procedure for school bookings.
  • Respond to enquiries to or pass to other members of staff as appropriate.
  • To undertake and assist with administrative duties, including stationary ordering, photocopier maintenance, customer feedback forms and other administrative duties.
  • General reception duties, including post duties.
  • Office Fire Warden duties.
  • Undertake in-house and external training as necessary.
  • Other reasonable tasks as may be designated

Hours

The reception area should be staffed between 9.00 am and 5.00 pm Monday to Friday, by members of the Bookings team. Saturday mornings (average one in four) and Bank Holiday cover by rota will be required.

Working EnvironmentNational Space Centre offices.

Person Specification

Experience and Knowledge

  • Experience of working within a Bookings environment
  • Experience of working as a Receptionist and/or Administrator in a busy environment
  • Experience of working face-to-face and telephone with members of the public and corporate clients
  • Experience of working within a hotel, leisure and tourism or similar environment is desirable

Skills

Good communication skills – written, verbal and interpersonal

  • Numerate and literate
  • IT Literate – Microsoft Word & Excel, databases, Emails and internet
  • Excellent customer care skills

Personal Attributes

  • Ability to remain calm under pressure and to remain flexible in all situations, maintaining a positive and friendly attitude.
  • Excellent team player willingness to help where necessary
  • Trustworthy
  • Ability to portray a professional image at all times
  • Ability to maintain a positive attitude towards all tasks
  • Ability to manage own workload in a multi-tasked role

Qualifications & Education

  • Good standard of education – post-16 / level 3 is desirable
  • Customer Choice / Welcome Host or equivalent is desirable
  • IT qualifications are highly desirable

Working with Children

  • The successful individual will be required to undertake a Disclosure and Barring Service Enhanced Disclosure.