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Job description

Job Description

Are you bubbly, motivated and ready for a new challenge? We are looking for an individual with hospitality experience who wants to join our Reservations team!

The Reservations Agent is responsible for handling all incoming telephone calls and emails as well as administer bookings for 307 rooms in our busy and exciting hotel.

This role involves high volume of calls and emails to be answered; therefore a high level of spoken and written English is essential.

Your responsibilities will include:

• Answer all calls promptly and in a courteous and efficient manner. Ensure that all relevant information is obtained.
• Assist in the optimisation of hotel occupancy & average room rates by ensure all reservations are accurately actioned within the same working day.
• Process and input transient, FIT and corporate reservations following hotel reservations policy. Handle enquiries for group bookings (business & leisure) via email or phone. Such enquires to be responded to within an 8-hour period.
• Ensure that all details are updated in a timely manner for group bookings (chasing of options, contracts, rooming lists, proforma invoices, prepayment etc.)
• Respect and apply the hotel’s pricing policy and implements the Revenue Management policy.
• To be fully aware of the hotel bedroom types, hotel facilities and its location including transport links
• To be up to date with restricted dates, special offers and promotions
• Complete checks for duplicate bookings and take necessary action
• Handles and resolve all customers complaints in an efficient manner
• Ensures that all payments are handled securely
• Ensure all outward correspondence complies with company procedures and any unusual correspondence is flagged to the Reservations Manager.
• Ensure that any requests are passed onto the relevant department for action
• Offer and explain “ALL” Loyalty Programme to customers.
• Maintain a positive selling approach to maximise yield in both occupancy and rates.
• Any other duties assigned from time to time by the Department Manager/Supervisor. This may include reception and F&B related duties.

Work Experience

• Desirable to have one years experience in this role or similar
• Excellent communication, presentation and interpersonal skills - a strong team player.
• Good organisational skills.
• Experience in the following systems is desirable - Resaweb, Opera, Office Apps (Excel, Word, Outlook and Teams mainly)
• Fluent in English - spoken & written.

Benefits

• Access to Accor hotels discounts & benefits.
• Automatic enrollment into a workplace pension scheme
• Access to exclusive high street & lifestyle offers for you and your family
• Career opportunities within the UK, Europe & Internationally.
• Employee Assistance Programme
• Complimentary meals on duty prepared by our creative chefs
• Career opportunities across a network of international brands in more than 5100 hotels across 110 countries

Job Types: Full-time, Part-time
Part-time hours: 20 per week

Salary: From £10.00 per hour

Benefits:

• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Flexitime
• Free parking
• On-site parking
• Referral programme

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Flexitime
• Monday to Friday
• Night shift
• Weekend availability

Ability to commute/relocate:

• Hounslow: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Reference ID: HB987NIS