Reservation Agent

3 weeks ago

East London, United Kingdom The Dixon, Tower Bridge - Autograph Collection by Marriott Full time

The hotel

The Dixon, Tower Bridge, a boutique style hotel part of Autograph Collection Hotels opened its doors in late 2018. Taking center stage in the Tower Bridge neighborhood on Tooley Street, The Dixon, Tower Bridge, Autograph Collection is the new cultural hub for the capitals center of artistic activity. We are proud to be named Luxury Hotel of the Year in London by Travel and Hospitalty Awards in 2024.

Named after John Dixon Butler, the architect who originally constructed the building in 1905 as a Magistrates Court and police station, the hotel takes inspiration from the areas vibrant cultural heritage, while also capturing its new wave of creative cool.
The 193 rooms will redefine the traditional boutique hotel by seamlessly incorporating the local neighborhood's culture through an artful mix of heritage design. Think simple brickwork, tall windows and modern furniture from British designers that will sit alongside more classic pieces, whilst curated artworks from local artists will hang on the walls.
Cleverly reflecting the buildings purpose as a courtroom, the restaurant will serve as a neighborhood oasis that will welcome not only hotel guests but also the local trade.

What we offer

  • Friendly, people focused team
  • Reservations incentive scheme - incrase your earnings based on performance
  • Excellent Company benefits including Your Inspirational Stay, when you can spend a night in the hotel and enjoy dinner, bed and breakfast with a plus one (T&C's apply)
  • Development opportunity across the Dominus hotels portfolio, including several Marriott and Hilton brands
  • Staff rate across all Marriott brands and across the Dominus hotel portfolio
  • Staff events and recognition schemes
  • Access to Employee Assistance Program (EAP)

About the role

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. In this role, you will start our guest's journey with us, often having one of the first interactions they'll have when making their choice to stay in the area. You'll anticipate every detail to ensure a friction-free experience, ensuring all details taken are correct, accurate, and shared across other departments when needed.

You'll respond to guest calls, emails, and enquiries for room reservations, groups, and general information, taking reservations from enquiry to confirmation stage. You'll work with the Sales, M&E and Revenue departments to maximise revenue, also ensuring all data, reporting and systems are up to date. You'll build strong relationships with repeat customers, and support in ensuring we are their preferred hotel choice.

Responsibilities and Duties

People

  • Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).
  • To ensure that you are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises to maximize the hotels sales.
  • Work closely with the operational departments and advise of any special requirements and VIP guests within the daily/weekly communication meetings, ensuring all guest requests are met.

Quality

  • Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
  • To ensure that the department provides a high level of customer service and meets the hotel brands standard for all reservations and actively challenge deviation.
  • To manage and fully understand all systems in the hotel relating to front office control and strategic management.
  • Prepare guests arrivals through pre-arrival emails, compile information given by guests and guests profile to enhance quality of stay and communicate to other departments.

Profit

  • Answer bedroom enquiries in a timely manner and follow up to swiftly convert enquiries, issue contracts, and efficiently communicate these with the operations teams.
  • Assist with group bookings, from the quote stage until handover to Operations Team stage. Upload/enter rooming lists and ensure that details and changes are correctly updated. Ensure that payments are collected timeously, credit facilities are in place if necessary, and that final bills are reconciled and issued. Ensure that commissions are accrued and communicated to the finance department.
  • Maintain control of the hotels room inventory on a day-to-day basis, while coordinating room assignments & controlling room inventory, controlling sell-out days, supervising upgrades and monitoring interfaces.

About you

  • It is essential that you possess a good command of the English language (spoken and written), excellent phone etiquette and communication skills, customer service orientated, computer literate
  • Experience in a similar role, or within a hotel environment for more than 1 year where reservations was a key part of day to day is essential
  • Experience of Opera PMS, and advanced computer skills (excel) and management of CRS is desirable
  • Excellent interpersonal and customer relation skills to ensure a seamless and memorable experience, proactively resolving any challenges that may arise
  • Flexible and adaptable, with the ability to stay calm under pressure, adapting your approach to complete routine and non-routine tasks
  • High attention to detail and accuracy great at managing one's own time

If you would like to join a people focused team in a unique hotel, please do get in touch We look forward to hearing from you.


AMRT1_UKCT

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