Cluster Reservations Agent

6 days ago

London, Greater London, United Kingdom Residence Inn by Marriott London Kensington Full time

Cluster Reservations Agent:

Residence Inn by Marriott London Kensington:

Salary:
£24,000.00 Per annum**
Job Type:Permanent**
Hours:Full-time**
Town:London***:

Within easy walk of Kensington High Street, this buzzing location is close to London's key sites and excellent transport links

Within easy walk of Kensington High Street, this buzzing location is close to London's key sites and excellent transport links


We are currently hiring a Cluster Reservations Agent who will be responsible for ensuring accuracy and efficiency in processing suite reservations for a portfolio of three Residence Inn hotels.

The agent will be expected to follow the hotel's policies and procedures to the highest standard and ensure maximum yield.


Benefits

  • Worldwide employee discounts at Marriott Hotels;
  • Hotel discounts across all Axiom Hospitality hotels colleague rates and up to 50% discount on F&B;
  • 28 days holiday, including bank holidays, increasing yearly to 33 days;
  • Discounts across retail, restaurants, events and more through our benefits & rewards portal;
  • Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
  • Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
  • Yearly complimentary Axiom Xcape stayover after one year of service;
  • A growing team with great training, progression, and promotion opportunities;
  • Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
  • Free meals while on shift;
  • Length of service awards, ranging from 1 year to 3, 5, 10 and 20year rewards and more

Key Responsibilities

  • To ensure all telephone calls are answered in line with brand standards/ call audit standards.
  • To use negotiating skills and creative selling abilities to close on business and negotiate contracts.
  • To quote and handle all group enquiries.
  • Coordinate with sales to process rooming lists and reservation cards.
  • To execute and support the operational aspects of business booked (e.g., generating proposals, writing contracts, customer correspondence).
  • To assist with monitoring the accuracy of reservation sales orders within tracking systems.
  • To track noshow reservations and process charges. To track cancellations and early departure fee charges.
  • To check daily arrivals to ensure all appropriate billing instructions are applied to them, the guest profiles are checked and displayed according to standard, and all the special requests are communicated to the relevant departments.
  • To understand the overall market competitors' strengths and weaknesses, economic trends, supply and demand, etc. and know how to sell against them.
  • To assist the guest service department with balancing & room authorisation via Marsha, assisting with overbooking level and booking out if required
  • To provide excellent customer service consistent with the daily service basics of the brand.
  • To serve the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations while building a relationship and loyalty to the company.
  • To crosstrain at "sister" properties to familiarise them with their facilities to be able to crosssell them.
  • To promote the image of the hotel and the Company by the provision of quality customer care standards both internally and externally.

Performance Measures

  • Connect Physical and Virtual Show rounds.
  • Engage New Leads and prospects, Followups and conversion of sales leads, Crossselling leads and conversion.
  • Deliver Conversion and Upselling Targets, Total Revenue, and Market Performance (RGI).

Essential Skills, Knowledge, Experience and Qualifications

  • Experienced Reservations/Customer Relations professional with experience in the hotel market
  • Fully conversant with Opera PMS, Marsha, and Marriott systems
  • Proficient in MS Word, Excel and online tools
  • Ability to work under pressure to meet deadlines and targets
  • Understanding of the hospitality and travel industry
  • Ability to function independently with a minimum of supervision
  • Demonstrated strong negotiation and rapportbuilding skills
  • Demonstrated strong interpersonal, organizational and communication skills (written and verbal)
  • Engaging, enthusiastic and motivated
  • Resultsdriven and able to work under pressure
  • Flexible to change and able to react very quickly to that change
  • Excellent level of English in written and spoken format
  • Excellent communicator and able to connect with all levels in the business, flexing style as appropriate
  • Competent computer skills, word, excel, power points
  • Effective organisational skills: able to prioritise tasks and selfmanage a demanding workload or reactive and proactive work
  • A high degree of integrity and professionalism and the ability to always act as an ambassador for the hotel and Axiom Hospitality
  • Ability to work wit

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