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Job description

Novotel Liverpool Paddington Village (Managed by Legacy Hotels and Resorts Limited) have a rare opportunity for a Reservations Assistant to join our high calibre team in a well-established global brand.

Role Overview

To ensure the highest standard of guest care are demonstrated at all
times. Ensure you comply with policies, processes and procedures as laid down by the Company Commitment to Quality All team members are expected to care for our customers in a friendly, helpful, efficient and professional manner at all times.

Duties and Responsibilities include:

• Ensure all reservations are processed in a pleasant, professional and efficient manner
• Support activities between brand, in-house reservations and M&E sales as required
• Contribute towards customer satisfaction and room revenue goals while taking guests through the booking process
• Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction
• Respond to all guest reservation requests and execute prompt, courteous and accurate guest service at all times
• Answer guest enquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls
• Track all group reservations picked up from all on-line channels like hotel website, OTA, GDS or other third party
• Co-ordinate with the channel manager, or software vendors for any availability, rate or booking integration issues
• Understand external systems like channel manager, WEB booking engines, rate comparison tools, online travel agents etc
• Update no-shows and cancellations
• Adjust rates when requested according to suggestions from revenue management systems
• Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions and payment methods and applied to the reservations
• Verify if each reservation request is processed as per the hotel standards and without delay
• Handle any request for amenities or transportation promptly and accurately

What's in it for you?

• A competitive base salary
• Special rates for our team members, and friends and families while travelling and staying in our hotels
• Free use of our gym facilities at off-peak times
• Bike parking facility
• Flexible schedule
• Excellent discounts through our global Accor Reward programme for you, your family and friends

Job Types: Full-time, Permanent

Benefits:

• Company events
• Discounted or free food
• Flexitime
• Gym membership
• Sick pay

Schedule:

• Flexitime

Work Location: One location

Reference ID: RESAS