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Reservations Agent

1 month ago

Droitwich, Worcestershire, United Kingdom hotelshopUK LTD Full time

The Company

HotelshopUK is an award-winning leisure and business travel agent, established since 1999, renowned in the industry for our customer service and delight work ethos.

We provide a variety of services including contact centre solutions, alternative accommodation provisions to the Insurance Industry and UK short breaks.


HotelshopUK is committed to quality and delivering exceptional service by not only delighting our customers and clients, but also our suppliers, staff and local community.


Job Purpose:

As a Reservations Agent you will manage the total customer journey within the reservations process, from initial enquiry through to booking confirmation and payment.

You will be capturing the key information required during the enquiry handling process, ensuring that we have a good understanding of the customer requirements and personal preferences.

You will provide admin assistance to ensure a smooth customer journey and to ensure compliance issues are mínimalised.

Key Accountabilities / Activities / Duties:

  • Handle inbound and outbound calls with clients and hotels
  • Assist customers with the planning and booking aspect of their stay
  • Upsell products in line with guests booking. Cross selling where required
  • Assist with general department Administration Tasks.
  • Action daily Traces between CRO and Hotels
  • Complete daily reports ensuring all bookings are complete/correct and have the appropriate billing instructions including contacting all third parties for "back up".
  • Check quality of reservations and amend where necessary
  • Provide the management team with feedback on what's going well and not well e.g. hotel rates that are not competitive etc.
  • Support hotelshopUK by providing assistance to other departments as and when required
  • Know the hotels we work with and keep up to date with the processes you need to follow
  • Follow the customer complaints process, ensuring Team Leaders/Management team are advised
  • Ensure that you have your own reviews/appraisals and complete the necessary paperwork
  • Provide the highest level of customer service at all times

The requirements

This is a role for people who thrive working in an extremely fast paced and exciting environment and take pride in providing excellent customer service.

Ideally you will have some reservation experience within the hotel industry but passion and a can do attitude is equally as important.

You will be IT literate and a great communicator, able to forge strong relationships. You will have great attention to detail and be able to work calmly and efficiently under pressure.

Hours of work
Full time - 40 hours a week, covering evenings, weekends and bank holidays on a rota basis.

Operating Hours
Monday to Friday 09:00 to 18:00, Saturday 10:00 to 16:00. (Bank Holidays

The Package

In return we offer:

  • Fun & professional place of work
  • Fair wage & company bonus scheme
  • Hero of the month recognising those that go above & beyond
  • Training & development
  • Monthly incentives
  • FAM trips**:
  • Healthcare cash back scheme**:
  • Exclusive employee discounts through hotelshopUK & Great Little Breaks**:
  • Parties & social events
  • Flexible working**:
  • Giving back a chance to get involved with the local community

qualifying period applies

Flexibility

Due to the nature of the business, a degree of flexibility is required, and the post holder may be required to perform certain tasks not specifically referred to above.


Job Types:
Full-time, Permanent

Salary:
£21,736.00 per year

Benefits:

  • Additional leave
  • Casual dress
  • Company events
  • Employee discount
  • Health & wellbeing programme
  • Referral programme

Schedule:

  • 8 hour shift

Supplemental pay types:

  • Bonus scheme

Ability to commute/relocate:

  • Droitwich: reliably commute or plan to relocate before starting work (required)

Work Location:
In person

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