Hotel Reservations Agent

Sales & Group Reservations Agent
Imperial Hotels London – based at Royal National Hotel
40 hours a week (Monday to Friday 9.00am – 6.00pm inc. Bank Holidays)
£24,000 + Benefits
Imperial London Hotels opened their doors to guests in Bloomsbury, Central London since 1837. All that time they have been operating as an independent family business, providing a warm welcome to those who stay in one of their Russell Square based Hotels. Imperial London Hotels currently operates seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes The Royal National Hotel which remains UK largest hotel with over 1,600 rooms. The Bedford Hotel, The City Sleeper, The President Hotel, The Tavistock Hotel, The Morton Hotel and The Holliday Inn, Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Deluxe Hotel in 2024.
We are currently recruiting for a Sales & Group Reservations Agent at our Royal National Hotel based in the heart of Bloomsbury to join our vibrant and multi-cultural team. We don't want you to work for us, we want you to work with us and be part of our ILH Family.
As a Sales & Group Reservations Agent, you are the first point of contact that our guests have with Imperial London Hotels, building rapport and trust quickly over the telephone, understanding their individual requirements to enjoy a memorable stay at one of our 7 London hotels. Supporting Group Reservations teams in handling queries and assisting in group reservation bookings, whilst delivering a world class customer service, finding solutions to meet our guests needs, ensuring that they continue to return to Imperial London Hotels.
What you’ll be doing
Your key duties will be as follows:
* First point of contact with our guests, travel agents or other third-party partners ensuring that any disputes are resolved in an efficient and professional manner.
* Responds promptly with reservations for Imperial London Hotel group and updates and amends bookings through Opera, ensuring that all bookings are accurately entered into the system.
* Responds positively to all sales enquiries and is able to convert enquiries into future bookings.
* Takes payment or advanced deposits for group and individual bookings.
* Where required books group meals and other sundry items with relevant departments and staff members
* Provides our guests with good knowledge of our hotel facilities, public areas, restaurants and bedroom types, upselling where possible.
* Keeps up to date and provides information on new and current offers, packages, price and information about the hotels in the group.
What we’d like from you
* Previous experience gained in a Reservations or Call Centre environment
* You will have a good level of spoken and written English
* Has a genuine interest in providing the best service for the customer
* Has a confident and engaging telephone manner with ability to build rapport quickly.
* You will have the ability to effectively problem solve ensuring that any complaints are resolved in a calm and professional manner.
* Excellent organisational skills and time management skills with the ability to balance different priorities
* Flexible and reliable to work allocated shifts
* Working knowledge of Opera would be beneficial
What you’ll get in return
* Holidays 28 (inc. of bank holidays) increasing with length of service up to 33 days.
* Free Meals on Duty and Uniforms
* Workplace pension scheme
* £300 Refer a Friend Scheme
* Opportunity to explore other roles within ILH Group after 1 year of service.
* 50% discount to friends and family in our hotels (excluding Morton Hotel)
* Interest-free season ticket loan (after probation)
* Training and development through our ILH Group Academy

---