Reservations Agent London, England
Job description
We are looking for bright, engaged individuals to join our dynamic and friendly team.
Supercity Aparthotels are…
... a privately owned and operated group of aparthotels with properties in London, Manchester, Brighton and soon to be Leeds, York, and Edinburgh. We offer all the advantages of an apartment with many of the benefits of a hotel, all with our signature touch of style, charm, and sophistication.
We’re a growing business looking for hospitality superstars to join the Supercity family – we’re looking for fun, passionate, and ambitious people with an interest or previous knowledge of the industry. We love what we do; we’re passionate about it, so joining Supercity Aparthotels means becoming part of a collaborative way of working where everyone’s thoughts and ideas are encouraged and celebrated.
What’s in it for you?
· Be a part of an independently run business with the opportunity to influence how we do things
· Join a growing business with plenty of opportunities to develop yourself
· Enjoy flexible working from our office in London and the comfort of your own home
· A supportive and friendly work environment, we pride ourselves on great culture
· We are Investors In People accredited and take your development seriously
What we’re looking for…
…a sharp-minded Reservations Agent - someone who can multitask with a passion for great customer service!
Based in our Chancery Lane Office, this role will work across our expanding group of aparthotels. You will ensure that enquiries are responded to in a timely and professional manner whilst maintaining the Supercity brand standards.
The reservations department works in conjunction with the sales, operations, marketing, revenue management and all Supercity Aparthotel teams. This role includes responsibility for handling central reservation enquiries, including telephone, extranet and online requirements from individuals, corporate clients, and agent partners. You will have a strong focus on guest experience and driving direct business conversion across the portfolio.
Key Responsibilities
· To ensure that all enquiries are responded to in a professional and timely manner in line with Supercity brand standards and within agreed partner service level agreement time frames.
· To support the sales team by referring new potential clients to the relevant sales manager.
· To work closely with our onsite teams, promoting our guest experience and brand standards.
· To highlight competitor activities in the context of Supercity Aparthotels market position.
· To produce relevant management information and weekly enquiries activity report.
· Increase direct business conversions through excellent customer service.
· To work closely and support the accounts and front of house departments to ensure that payments are up to date and correct.
· To support the operations team through communicating any changes to our preferred agent and corporate partners when required.
· To ensure that sell through is maintained to support the long stay strategy in all locations and restrictions and rate amendments agreed by the revenue department are upheld.
· Ensuring all pre-arrival reservation checks are completed accurately and any communication for the operations team is clearly updated in the PMS system accordingly.
· To undertake other duties and tasks from time to time which may be allocated to the jobholder that are appropriate to (the grade) of the job.
· To comply with all relevant internal rules, policies, and procedures, including those relating to Health and Safety, Data Protection etc., and all those contained within the issued Team Handbook.
· To support the wider commercial team as required during peak periods.
Competencies / Skills / Knowledge
Required
· Fluent in English to a high standard – verbal and written
· Experience of the London hotel/serviced apartment market
· Basic knowledge of MS Word / MS Excel / MS PowerPoint
· Excellent polite telephone manner
· Ability to build strong relationships, interact and influence others at all levels within the organisation
· Strong organisational skills with the ability to prioritise workload
· Ability to work independently and as part of a team
· Strong negotiation skills
Desired
· Sales Techniques Training
· Some sales experience in new business development and account management in luxury hotels or apartments including telephone sales
· 3+ years’ experience in reservations within a hotel/serviced apartment environment
· Knowledge of serviced apartment industry within London
· Capacity to develop business relationships at all levels
· Some experience in a group sales function with multiple units/locations
· Experience with Opera PMS or hotel property management systems
Package
· Salary: £26,000 - £28,000
· Hours: Monday – Friday, 9am – 5pm
· Holiday Entitlement: 20 days & bank holidays
· Bonus Potential: 10% of Salary based on KPI’s and the company’s financial performance
· Friends & Family Discount Programme
This job description is intended to illustrate the key responsibilities of the job of Reservations Agent. It is not intended to be exhaustive, and you are advised that the responsibilities may change from time to time.
Job Type: Full-time
Salary: £26,000.00-£28,000.00 per year
Benefits:
- Cycle to work scheme
- Flexitime
- Health & wellbeing programme
- Referral programme
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Work Location: Hybrid remote in London
