Reservations Assistant

Reservations Assistant London, England

Hampton By Hilton London Waterloo
Full Time London, England 11 GBP HOURLY Today
Job description

Key Job Responsibilities:

  • To ensure the handling of all aspects of individual and group reservations is handled efficiently and promptly.
  • To work as part of a team to ensure all individual and group reservations are inputted accurately and concisely into the Property Management System, in accordance with company rules and procedures.
  • To efficiently answer all calls enquiring about reservations at all times and help others in the department as and when necessary.
  • To convert bedroom accommodation enquiries into bookings on the phone, in person or by correspondence, handling all telephone calls in a friendly and professional manner, seeking assistance with queries as required.
  • Liaise and communicate special requirements to other departments e.g. Cots, VIP’s and late arrivals.
  • To assist in all communications meetings put in place between Reservations and other departments to ensure follow-up of issues raised during those meetings.
  • Ensure a consistently high level of quality and service is provided at all times by following all procedures in place.
  • Be aware of occupancy / revenue forecast / planned figures and act upon to ensure targets are met.
  • Ensure credit facilities/payment procedures are adhered to and passed to the Accounts Department for approval.
  • Assist Accounts and Front Office staff in ensuring that group billing is correct.

Customer Service:

Demonstrate service attributes in accordance with industry expectations and company standards to include:-

  • Being attentive to guests
  • Accurately and promptly fulfilling guest requests
  • Understand and anticipate guest needs
  • Maintain a high level of knowledge which will enhance the guest experience
  • Demonstrate a service attitude that exceeds expectations
  • Take appropriate action to resolve guest complaints.
  • Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
  • Be able to promote the hotel (and Hilton Hotels generally) products and services.
  • Maintain a high level of product and service knowledge about Hampton Hotels.

General:

  • Comply with the company corporate code of conduct at all times.
  • Familiarise yourself with the company vision and values which link to our model of desired behaviours that we expect all employees to display.
  • Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
  • Have the desire and ability to improve your knowledge and abilities through on-going training.
  • Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.
  • To present a professional, friendly and efficient impression of the hotel at all times.
  • To ensure that all tasks relating to guest comfort, guest satisfaction or the impression the guest receives of the Hotel must be treated with utmost priority.
  • To maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
  • To attend any meetings and training sessions as required for the position.
  • To maintain vigilance regarding possible fraud and potential security risks.
  • To be fully conversant with all facilities and service of the Hampton by Hilton London Waterloo.
  • To be conversant with the responsibilities and duties of staff and management at the Hampton by Hilton London Waterloo.

Job Type: Part-time
Part-time hours: 20-25 per week

Salary: £11.00 per hour

Benefits:

  • Company events
  • Company pension
  • Cycle to work scheme
  • Discounted or free food
  • Employee discount
  • Referral programme
  • Store discount

Schedule:

  • 8 hour shift
  • Weekend availability

Reservations Assistant
Hampton By Hilton London Waterloo

hamptoninn3.hilton.com
Memphis, United States
Christopher J. Nassetta
$1 to $5 million (USD)
10000+ Employees
Subsidiary or Business Segment
Hotels & Resorts
1983
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