Reservations Assistant Bournemouth, England
Job description
Who We Are
We are Accor – Traditional Hospitality and Beyond
We are a worldwide augmented hospitality leader. We are more than 230,000 hospitality experts placing people at the heart of what we do, creating new connections & emotions for our guests, nurturing real passion for service and achievement beyond limit.
Building on the strength of our teams and our strong holistic ecosystem of brands & solutions, we are breaking new ground to shape the hospitality of tomorrow and inspire new ways to experience the world.
Job Description
Job Title: Reservations Assistant
Responsible to: Front Office Manager
General Scope and Purpose
To be totally customer focused by consistently delivering excellent customer service with an informed, friendly and effective approach.
To take reservations and chase bookings to ensure maximum occupancy and room rates are achieved.
Responsibilities:
To assist in the maintaining of the smooth running for the Revenue Office
To be responsible for selling the hotel and achieving maximum room occupancy at all times, whenever possible making additional sales on upgraded packages or food & beverage options.
To be able to communicate with customers through various methods e.g. by telephone, via email, fax and in person.
To ensure all bookings received are recorded correctly and updated when confirmed or amended.
To ensure all correspondence is answered at once and filed accurately.
To be aware of customer requirements in order to eliminate customer complaints.
To deal with guest complaints relating to their bookings and communicate their concerns to the appropriate manager.
To assist with training other Team Members on the reservations system as requested and to keep accurate training records.
To hand over at the end of the shift to the other Revenue Office Team Members, Reservations Manager or the most senior person on Reception Shift, as appropriate.
To maintain a professional working relationship and good communication with the Conference & Events Sales Team.
To provide up-to-date information for all departments as agreed.
To take part in competitor visits in order to update the SWOT analysis and to carry out shop calls and Internet searches on those hotels as required
To keep the reservations office/area clean and tidy at all times.
To represent the Reservations Manager in his/her absence and carry out the following duties
To provide the Reception Team with a daily report each morning, giving all details about occupancy levels, no-shows, VIP’s and special events.
To overbook rooms within set guidelines.
To consult with the Reservations Manage in respect of group/agency bookings
To liaise with the Reservations Manager/ Revenue Manager regarding special rates/ discounts where not already pre-arranged.
To attend meetings as required.
To undertake any other reasonable project as requested by your Revenue or Reservations Manager to grow and improve the business.
To operate I.T. systems in line with Company standards.
To attend when required both internal and external training courses.
To ensure on all occasions you observe safe and hygienic working practices in order to satisfy Health & Safety at work, fire procedures and other statutory legislation.
To be fully aware of and comply with hotel and Company rules and regulations as detailed in the Company Handbook, on notice boards and in policies and procedures.
Key Skills / Experience Requirements
- Proven skillset in using Opera or similar tools.
- Problem-solving abilities
- Strong communication and interpersonal skills
- Excellent customer service skills
- Flexibility and the ability to respond appropriately to changing situations.
- Discretion and sensitivity
- The ability to maintain professional standards under pressure.
- Strong IT skills and knowledge of booking systems and software
- Excellent administration and organisational skills
Benefits
Besides working daily with this amazing team :-) your benefits will include:
- 28 days paid holiday (pro-rata), inclusive of bank holidays.
- Enjoy the Benefits of ALL Heartist Card from day one - including discount accommodation, FREE bonus breaks, and discounts on the Eurostar and car hire.
- Company pension
- Continuous learning and development opportunities
- Full time contract
Additional Information
If you have not heard back from us within 28 days of your application, then it has not been successful on this occasion but please do consider applying for future department/business vacancies.
Job Type: Full-time
Salary: £24,000.00 per year
Benefits:
- Company pension
- Employee discount
Schedule:
- Weekend availability
Supplemental pay types:
- Commission pay
Work Location: In person
Expected start date: 15/09/2023
