It’s always good to put a face to the person on the other end of the phone so we spent a day getting to know our Reservationist, Rudo.
I work shifts but typically I start at 8am, when I arrive my first job is to do ‘next day’ checks to make sure all is in order for anyone arriving tomorrow. Alongside this, I answer the phone to guests who want book with us and check the emails for any reservations that have come in overnight. The reservations inbox is shared by the whole team enabling is to share the workload and stay on top of the emails.
We deal with different types of customers throughout the day. From Corporate to Leisure and Spa guests during busy times. We always try to ensure that the different needs of our guests are met and that we have everything set up to our customers’ liking.
During busy times, I also help out on reception, which is nice as I enjoy meeting our guests and talking to them face to face rather than just chatting to them on the phone.
Before I leave I make sure the next day is ready and with any groups booked in for the week ahead. I make sure the finer details and itineraries’ are sorted and everything is in place for them. I then leave around 4.30pm.
Wyboston Hot Seat Questions
How long have you been working at Wyboston Lakes?
Since July 2014, I started as a Spa Receptionist and then moved across in 2015 to Reservations.
If you had to describe Wyboston Lakes in 3 words, what would you say?
Family, Customer focused and Growing business
What is the best part of your job?
My team, everybody is very supportive of each other. On busy days we are all there to pick each other up. It can get very busy and the team help each other out.
What do you do to make sure our guests have a memorable experience at Wyboston Lakes?
I always try to make the experience a bit more personal from the first call until they leave. I like to personalise a visit for them. Ask them why they are coming and if we can do anything to make it special for them. For returning guests, make sure I know their history so I can provide a better service.
If you could pick anything on the Waterfront Bar menu, what would you pick?
Baileys cheesecake which was on our Valentines menu
If you could pick any treatment at the YSpa, which would you pick?
The Neom Experience