Hotel Reservations Agent

4 months ago

Paddington, United Kingdom Maxwell Richards Full time

We are currently recruiting for a reservation agent position for our Central Reservations Office.

This position is crucial to the success of the hotel and is responsible for creating an outstanding first impression of all our properties' guests. It is important to provide positive image

of the hotels from the start by greeting guests over the phone and provide them with an overview of the facility as well as a comprehensive description of the room types and room prices

that fit the guest’s needs and requirements whilst also ensuring our revenue targets are met.

**Duties**:

- Maintain complete knowledge of and comply with all departmental policies/service.
- The primary task is to ensure all calls are answered within 3 rings utilizing the appropriate greeting and following the reservations scripts in handling the guest inquiry for hotel space.
- To be aware at all times of current business targets and to focus at all times on achieving these targets.
- Maintain complete knowledge of:
a) All hotel facilities/services, hours of operation.

b) All guest room layouts, bed types, décor, appointments and locations.

c) Room availability for any given day.

d) Restricted dates, rates and room types.

e) All room rates, packages and promotions.

f) Specific arrangements between hotel and travel agencies, corporate reservations center.

g) Entertainment/special events scheduled in the hotel.
- Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.
- Obtain all designated information to book a reservation.
- Accommodate special requests and designate such in system.
- Access guest history records to best service guests; maintain accurate information in guest history files.
- Maximize rate for all reservations.
- Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
- Set up proper billing accounts.
- Reliable
- Well presented
- Great attention to detail
- Excellent customer service and communication skills
- Well mannered
- Administration skills
- Team player
- Previous experience in a similar role or hotel environment

Shifts are scheduled from Monday to Friday:

- 0800 - 1700
- 0900 - 1800
- Occasional SaturdaysJob description
- Resolve any queries regarding bookings.
- Maintain tidy and organized filing systems.
- Have a detailed knowledge of department Brand Standards.
- Ensure all enquiries are dealt with promptly, in a friendly manner and in line with company standards.
- Ensure that all traces are actioned in a timely manner.
- Positively dealing with and learning from customer complaints and comments
- Maintaining the Opera property management system to ensure Guest, Company and Agent details, comments and history are up to date and relevant.
- Chase all bookings not guaranteed in order to maximize occupancy.
- Identify, communicate and action potential sales leads.
- Follow up all guaranteed non-arrivals in order to raise charges where relevant.
- Maintain quality standards of bookings within the systems through detailed checks on incoming reservations and arrival checks
- Ensure that deposits are taken to comply with the rate restrictions
- Liaise with and hand over to front desk any special requests prior to arrival. Ensure that the front desk have the necessary back up for each guest

General:

- To be knowledgeable of hotel fire and emergency procedures
- To attend meetings where necessary
- To comply with Company Health and Safety, and Fire Regulations and procedures
- To undertake any other reasonable request as directed by a member of the Management Team.
- Attend functions to entertain clients and host site inspections as required
- To become an ambassador for the Hotel at any time you would be representing the company.

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00 per year

Schedule:

- 10 hour shift
- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability

Application question(s):

- Are you immediately available, or do you have a notice period?

**Experience**:

- Opera: 2 years (required)
- hotel reservations: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: paddington CRO

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