Reservations Assistant- Car Hire

1. Customer Bookings:

•  Handle customer inquiries and bookings via phone, email, and online platforms.
•  Provide information on vehicle availability, rental rates, and terms of rental.
•  Confirm reservations and send booking confirmations to customers.
•  Address customer queries, complaints, and requests promptly and professionally.

2. Reservation Management:

•  Ensure all reservations are accurately entered into the reservation system.
•  Monitor daily bookings and ensure that all reservations are handled smoothly.
•  Coordinate with other departments to ensure vehicle availability and readiness.
•  Update and manage customer profiles and preferences in the system.

3. Vehicle and Driver Allocation:

•  Assign vehicles and drivers based on customer requirements and availability.
•  Ensure that vehicles are in good condition and meet the standards required for rental.
•  Coordinate with the fleet maintenance team to ensure timely servicing and maintenance of vehicles.
•  Ensure drivers are informed of their assignments and provided with necessary details.

4. Driver Training and Management:

•  Conduct orientation and training sessions for new drivers.
• Provide ongoing training to drivers on customer service, safety protocols, and company policies.
•  Monitor driver performance and provide feedback for improvement.
•  Ensure that drivers adhere to schedules and follow company procedures.

5. Customer Service:

•  Provide exceptional customer service and maintain positive relationships with clients.
•  Resolve customer issues and conflicts efficiently and professionally.
•  Collect feedback from customers to improve service quality.

6. Administrative Duties:

•  Maintain accurate records of bookings, vehicle allocations, and driver assignments.
•  Prepare reports on reservations, vehicle utilization, and customer feedback.
•  Manage all paperwork involved in renting a vehicle to a customer from start to finish, including rental agreements, insurance documents, and payment processing.

7. Other Duties:

•  Perform any other duties related to the role as assigned to ensure the smooth operation of the reservations department and overall customer satisfaction.

Expectations

1. Customer Focus:

•  Demonstrate a strong commitment to meeting and exceeding customer expectations.
•  Provide prompt and effective responses to customer inquiries and issues.

2. Efficiency:

•  Ensure that all bookings and reservations are handled smoothly and efficiently.
•  Manage time effectively to meet deadlines and ensure operational efficiency.

3. Professionalism:

•  Maintain a professional demeanor in all interactions with customers, colleagues, and stakeholders.
•  Uphold the company's values and adhere to its policies and procedures.

4. Accuracy:

•  Ensure that all records, paperwork, and reports are accurate and up to date.
•  Pay attention to detail to avoid errors in reservations and vehicle allocations.

5. Collaboration:

• Work collaboratively with other team members and departments to ensure seamless operations.
•  Support colleagues and contribute to a positive team environment.

6. Continuous Improvement:

•  Seek opportunities to improve processes and customer service.
•  Stay informed about industry trends and best practices.

Education

• Diploma or degree in Hospitality Management, Tourism, Business Administration, or a related field.

Skills and Competencies

• Customer Service Skills: Strong interpersonal and communication skills to assist customers effectively.
• Attention to Detail: Ensures accuracy in booking details, special requests, and schedules.
• Time Management: Ability to manage multiple tasks and prioritize under pressure.

Technical Proficiency:

• Familiarity with reservation systems (Excel) and general computer skills.
• Proficiency in MS Office applications like Word and Excel.
• Problem-Solving Skills: Ability to handle complaints, troubleshoot issues, and offer solutions.
• Sales and Upselling Skills: Confidence to suggest upgrades or additional services to clients.

Experience

• Prior experience in Car hire/ Leasing industry for 3- 5 years is required

Additional Requirements

•  Language Skills: Fluency in the organization's primary language (and additional languages is a plus).
•  Availability: Flexibility to work irregular hours, including weekends and holidays, if required.
•  Teamwork: Ability to collaborate with other departments such as Front Office, Sales, and Marketing.