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Reservation Agent

3 months ago

London, Greater London, United Kingdom Royal Lancaster Hotel Full time
Reservation Agent - London

Be a Part of Our Joyful Team

Are you the kind of person who starts their day on a positive note? If that sounds like you, why not consider becoming a part of the joy at our hotel as a Reservations Agent.

At Royal Lancaster London, we strive to be the most cheerful hotel in town, and it's our fantastic team that makes it happen with their upbeat and compassionate approach. We actively seek opportunities for growth, supporting our team members to realize their potential and explore new horizons.

As a caring employer, we offer personalized development plans, training, and apprenticeship programs to nurture your career

Joining our luxurious 5-star hotel as a Reservations Agent, you will contribute to creating a supportive and friendly environment where everyone can thrive, all while enjoying these fantastic perks:

  • Service Charge
  • Up to 50% employee discounts on food & beverage and spa treatments at our partner properties (Landmark London and K West Hotel & Spa)
  • Special rates for employees and their Friends & Family at our partner hotels
  • Complimentary meals during shifts
  • Free uniform provided and laundered
  • Referral bonuses
  • Workplace pension schemes
  • Employee recognition programs and Social Committee events including gala dinners and more

As a Reservations Agent, your role will focus on ensuring seamless operations in the reservations department. You will assist the Reservations Manager in overseeing all reservation aspects, from managing bookings to coordinating with various departments and providing exceptional customer service. Working closely with the Reservations Manager, you will contribute to the department's efficiency

Key Responsibilities:

  • Handle reservations based on established procedures, ensuring all necessary information is collected, and utilizing block and allocation when applicable.
  • Organize all correspondence accurately in alphabetical and chronological order
  • Maintain archives and past records
  • Keep updated on the hotel's occupancy status in real-time
  • Demonstrate proficiency in using Opera software
  • Monitor and strive to achieve sales targets on a daily, weekly, and monthly basis
  • Manage non-arrivals daily
  • Ensure accurate payment and billing for all reservations
  • Regularly update extranet platforms
  • Promote hotel restaurants upselling
  • Address booking issues, providing solutions, and collaborating with supervisors and managers
  • Promote sister hotel properties as appropriate
  • Familiarize with hotel and competitors' facilities and pricing
  • Exceed customer expectations by delivering exceptional service
  • Communicate booking information to relevant departments as per procedures
  • Refer group bookings to the Groups Office
  • Notify Reception of VIP bookings, cancellations, or changes promptly
  • Coordinate with F&B for restaurant reservations
  • Support team members and seek feedback for continuous improvement
  • Achieve and surpass up-selling and departmental targets
  • Handle emails, faxes, and letters promptly, responding within 24 hours
  • Ensure clear communication within the department and with colleagues
  • Adhere to client agreements and maintain confidentiality
  • Handle confidential information securely
  • Perform well under pressure and assist team during busy periods
  • Tackle challenges independently and accept feedback positively
  • Embrace change as an opportunity for growth

Royal Lancaster London is located at Lancaster Terrace, London W2 2TY, with the nearest tube station being Lancaster Gate on the central line underground.

All candidates must have the right to work in the UK legally.

We are more interested in the content of the glass than in whether it's half full or half empty. So, why not bring some joy into your life by becoming a part of our award-winning team Our Happiness