Central Reservations Agent

2 weeks ago

Cornwall, United Kingdom St Austell Brewery Full time
Central Reservations Agent - Saint Austell

Join our team at St Austell Brewery, where we're dedicated to providing exceptional customer service and seamless booking experiences for our clients across our pub estate.

We are currently seeking a detail-oriented and customer-focused Central Reservation Agent and be responsible for assisting clients with booking reservations via telephone and online channels, ensuring accuracy, timeliness, and a high level of service at all times. You will demonstrate a confident approach and you will be able to convert sales into reservations.

We have two Part-time (16 Hours) Fixed Term Contracts for 12 months - This role will require you to work some evenings and regular weekends.

The role

  • Maintaining reservation and rate strategy policies and procedures; to maximise revenue yield, whilst ensuring reservation service excellence
  • Handle incoming reservation inquiries and requests via telephone and online platforms, providing prompt and courteous support to our customers.
  • Supporting Pub colleagues with overbookings and cancellations and ensure guest communications are up to date and correct
  • Process reservation bookings accurately and efficiently, ensuring that all details are recorded correctly and confirmed with clients.
  • Respond to customer inquiries and resolve any issues or concerns related to reservations, payments, or cancellations in a timely and professional manner.
  • Maintain up-to-date knowledge of products, services, and promotions to provide accurate information and upsell opportunities to clients.
  • Ensuring compliance with Data Protection legislation and Payment Card Industry regulations

About you

  • Excellent customer service skills and experience of working in a customer focused environment and with a commercial outlook
  • Capacity to remain calm, composed, and focused when dealing with a high volume of inquiries or challenging situations.
  • Willingness to collaborate and support colleagues to achieve common goals and deliver exceptional service as part of a team.
  • An active interest in developing and understanding new information, processes, and technologies and adapt to changing circumstances
  • Proficiency in using Microsoft Office suite (e.g., Word, Excel, Outlook) for tasks such as composing emails and updating information
  • Familiarity with reservation or booking systems commonly used in the hospitality industry. Desirable but not essential.

Additional info:

St Austell Brewery is an Equal Opportunities employer, and we positively encourage applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We also welcome requests for flexible working.

Early applications are encouraged as we'll review applications throughout the recruitment process and reserve the right to close the advert at any time. Please note that we politely request no contact from recruitment agencies or media sales. Speculative CVs from recruitment agencies won't be accepted, nor the fees associated with them.

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