Hotel Reservationist

Hotel Reservationist

• All applicants must be able to provide evidence of their Right to Work in the UK._

Employee Benefits - What we offer you
We value the commitment and loyalty of our colleagues and are delighted to offer a range of benefits to show our ongoing appreciation, benefits include:

• Pay increase following successful probationary period
• 28 days annual leave (including Bank Holidays), increasing with service we value and celebrate long service.
• NEST pension scheme for all eligible employees.
• FREE Hospitality Action Employee Assistance Programme for all employees providing a range of specialist support services.
• Ongoing development, training and opportunities to progress.
• Gratuities and service charge paid on a monthly basis (up to £2,500.00 per annum)
• Regular rewards and recognition with monthly, annual and long service awards.
• Preferential membership fees for our awardwinning Nàdarra Spa.
• 20% discount for Spa Treatments (on the same day), 10% discount on Gift Shop & Spa Retail (excluding sale items), Food & Beverage and Hotel Celebrations (excluding weddings), as well as £75.00 Bedroom Rate (room only) for you or your family to enjoy.
• Uniform provided for guestfacing roles.
• FREE onsite parking.

ROLE OVERVIEW

You will be responsible for all reservations on site, making hotel reservations for our guests, managing guest bookings, as well as providing the highest level of guest service.

The successful applicant for this role will have an excellent telephone manner and have a positive 'can do' attitude.

Reporting to:
Guest Services Manager and Guest Services Supervisor

MAIN RESPONSIBILITIES
Reservations

• To be responsible for all reservations on site in order to exceed all guest expectations and maximize revenue opportunities.
• Be passionate in taking reservations on site for The Coniston Hotel Country Estate & Spa including rooms, food and beverage, spa, activities and special events
• To carry out 7 day correspondence checks of all reservations, rooms, restaurant and spa using your intuition to read the situation and act accordingly.
• Be proactive and intuitive, carrying out 7 day prearrival calls for all room reservations to ascertain any missing information and to upsell dining, spa and all hotels facilities. Run daily reports to check bookings arriving in 5 days
• To cross reference all spa bookings and restaurant booking from the individual systems with Guestline, Premier and Res Diary to ensure all information is correct and accurate
• Work as a team and have a full understanding of systems and procedures whilst building relationships with the team and removing barriers
• Take ownership and be the point of contact on site for all guests when requested
• Be passionate and take ownership, playing an active role in the bookings for the Christmas, New Year Breaks, special events and ensure that all relevant information is received prior to arrival and book all dining requirements
• To ensure all bookings are confirmed with a deposit/full payment and correct confirmation prior to arrival.
• Be confident attending the daily dash and respectfully feedback any queries to reservations team
• To be fully aware of the standards of performance as set out in the AA Report and to adhere to them at all times
• To know the budget order to meet targets set and upselling at all time
• Have a full knowledge of all special offers and promotions and to offer them where appropriate
• To be fully aware of the Hotel 's fire safety procedures and Health & Safety regulation
• Be flexible and perform any additional tasks which are assigned by management
• To take ownership and be responsible for monies in your care as per cashiering shift and be aware of security issues.
• To make sure that Company Policy and the Vision and Values are followed at all times.
• All staff should be confident in understanding and executing the company's policies and procedures with respect to privacy, confidentiality and data protection.

PERSON SPECIFICATION

ESSENTIAL

• You genuinely care about the Coniston guest and seek to exceed their expectations
• Experience of working in a fast paced and system driven environment.
• Confident and eloquent when speaking on calls
• Have excellent numeral and written skills
• Have excellent organizational skills
• Passionate about customer service
• Enthusiastic and positive outlook
• Flexible approach to working hours as business needs dictate
• The ability to respond quickly and positively to a range of work situations
• A good level of computer literacy (outlook, word, PowerPoint and excel)
• At all times portray a professional image by wearing the uniform provided

DESIRABLE

• Previous experience of working in hospitality
• A level standard

About us

The Coniston Hotel Country Estate & Spa is an award-winning destination hotel near Skipton on the edge of the Yorkshire Dales.

We are a family run, privately owned or

---