Night Reservations Agent

Employment Type: Permanent - Full Time
Born from a love of motorsport, we are a next-generation lifestyle experience, dedicated to celebrating the iconic heritage of Silverstone and the thrill of British and international racing.
With modern trackside short-term accommodation and a performance-led clubhouse to enjoy up-close viewing of top-level racing, dining, and wellness, we have created a space which seamlessly merges hospitality and motorsport in an original way, right on the edge of the Silverstone racetrack.
The Reservations Agent at Escapade should aim to assist customers in planning and booking travel adventures and experiences with Escapade Silverstone. Reservation Agents help customers choose from a range of activities, accommodations, and destinations, aiming to create unique and enjoyable travel experiences tailored to individual preferences and needs.
Reservations Agents are also entrusted with the responsibility of upholding the brand's standards. This entails fulfilling customer requirements, fostering employee contentment, driving revenue growth, and optimizing the department's financial performance.
Responding promptly and professionally to customer inquiries via phone, email, or online chat. Building and maintaining positive customer relationships by addressing concerns, resolving issues, and ensuring customer satisfaction.
Personalised Recommendations: Providing detailed information about Escapade Silverstone and Silverstone Circuit events, activities, and accommodation options. Processing reservations accurately and efficiently using reservation software or systems. Handling changes or cancellations according to company policies. Should Show Initiative, Problem Solving, Staff Training, Team Leading
Liaise with various departments, including housekeeping, front desk, restaurant, and security, to ensure smooth operations and seamless guest experiences. Assist the Guest Experience Manager in implementing and enforcing financial controls throughout the department.
Upselling and Promotions: Staying up to date with the latest information about Escapade Silverstone and Silverstone Circuit events, schedules, and offerings. Promote hotel services, amenities, and packages to enhance revenue generation. Suggest upgrades, additional services, or special promotions to meet guest needs and increase guest satisfaction.
Utilise hotel management systems, reservation software, and various digital tools to streamline guest requests, track preferences, and enhance service delivery.
Knowledge of Local Area: Stay updated on local events, festivals, exhibitions, and other happenings to provide guests with accurate and relevant information. Maintain a comprehensive database of local attractions, services, and contacts.
Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of the role and role requirements may be subject to change from time to time.
Performance Responsibilities
Our vision drives us, we live by our brand pillars, and we’re motivated to achieve industry-leading and award-winning results.
Our vision - To become a world leader in redefining lifestyle living, setting new standards in motorsport-inspired hospitality and immersive leisure
Our brand pillars – We’re the Ultimate Hosts who share our guests’ passions, we’re switched on to their needs, we make their stays effortless, they get our finest performance every time. We’re the Complete Connoisseur inspired by innovation, champions of excellence, we take pride in our presentation and our guests appreciate our constant quality. We’re the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody the brand values and guests know they’re in safe hands.
Values - Rooted in a passion for motorsport, a dedication to precision, and a commitment to responsible and inclusive hospitality. We value sustainability and community, and aim for a positive impact on both our natural environment and the people we serve. We’re the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody our brand values and guests know they’re in safe hands.
Performance Will Be Checked Against The Following
Detailed objectives will be set through the Personal Development Review (PDR) process
Experience in a 4-star or 5-star hotel or any other lifestyle/ distinctive brand is desirable.
A strong, yet positive guest service style
A good command of the English language. Additional languages are advantageous.
Competent in using IT systems and software including Microsoft Office
Full clean UK driving licence is desirable