Reservations Officer

at  Bayswater Education

Bayswater Education is a vibrant network of global educational centres dedicated for over 70 years to educating and inspiring people through a life-changing educational experience. We’re passionate about growing communities of global thinkers and explorers, at home and abroad – whatever their story. We set up Bayswater Education because we want young people from every walk of life to get a buzz from discovering new cultures, exploring new flavours, and learning what’s out there. We think of them as global spirits, like ourselves.

EXPERIENCE/SKILLS

• Strong communication, administrative and organisational skills
• Excellent written and oral English skills - fluent in an additional language desirable
• Experience in customer support & administration is considered an advantage
• Adaptable and flexible personality
• Ability to work in a fast-paced work environment
• Team player
• Strong critical thinking and solution driven approach
• Numerate and IT literate with competence in Excel and database management
• Highly organised and able to manage a varied and demanding workload
• A keen eye for detail and a methodical and diligent approach to ensure quality and accurate results to any given task

THE ROLE

The post involves liaising with our representatives from all over the world to help them book groups onto the portfolio of Bayswater’s programmes. The Reservations Officer role ensures the accurate quoting and enrolment of groups to Bayswater centres.
The Reservations Officer role falls within the Groups Department and reports to the Reservations Manager. The Groups Department is responsible for quoting, processing and coordinating group programmes across our 10 global centres. As well as traditional language programmes we also provide specialist tuition in a wide range of subject areas. The role is fast paced, varied and involves collaboration across multiple departments.

KEY RESPONSIBILITIES

Quoting & Client Engagement

• Quoting in a timely manner when requests are received, providing accurate pricing and information and logging in order to track conversion rates and trends.
• Follow up on enquiries and increase conversion rates.
• Respond to customer enquiries in a professional, friendly and timely manner.
• Manage clients complaints in an efficient & effective way.
• Regular communication with the Bayswater sales team, agents and customers abroad in order to answer their queries about our group courses, take their bookings, and discuss their programmes/requirements/special requests.
• Communicate with other staff members within the organisation including Sales, Marketing, Finance and Centre teams, keeping to agreed internal service targets.
• Develop good relationships with agents.

Booking

• Process bookings to enrol students and send relevant documents (visa letters, accommodation, level tests, gross & net invoices) to students and agents accurately and in a timely manner.
• Ensure all information required is received and up to date on the database and is presentable and clear for Bayswater Centre team.

Booking Processes

• Follow the operational systems, procedures and processes to ensure that all governance and compliance standards are maintained.
• Keep the student management database maintained and up to date with correct student details and agent information.
• Check on the status updates and ensure that payments are made in a timely manner.
• Liaise with all centres to ensure accommodation and transport services are booked.
• Assist with other aspects of department priorities as needed including operations and supplier research, visiting centres and on the ground support during delivery.