Reservations Agent

**JOB PURPOSE**

The Reservations Agent at Escapade should aim to assist customers in planning and booking travel adventures and experiences with Escapade Silverstone. This role involves providing personalized recommendations, answering inquiries, and facilitating the reservation process to ensure customers have a seamless and memorable experience.

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.

**KEY RESPONSIBILITIES**

To create and implement a best-in-class and award-winning guest experience through:

- Guest Relations: Address guest concerns and special requests promptly, ensuring their needs are met with the utmost attention to detail. 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. Coordinate the allocation of guest rooms according to reservations and guest preferences.
- Reservations and Bookings: Processing reservations accurately and efficiently using reservation software or systems. Confirming bookings, issuing tickets, and sending relevant documentation to customers. Handling changes or cancellations according to company policies. Manage room assignments, upgrades, and special requests in collaboration with Reservations, Concierge and Styling Team (Housekeeping Team). Maintaining accurate and organized records of customer interactions, reservations, and payments
- Problem-Solving: Handle unexpected situations and challenges that may arise during a guest's stay. Offer suitable solutions and assistance to ensure guest satisfaction. Should Show Initiative, Problem Solving, Staff Training, Team Leading
- Communication and Coordination: 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.
- Insisting on High Standards: Sharing customer feedback and insights with relevant teams for continuous improvement.
- Technology Utilisation: 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.
- Sustainability: To promote, implant and act with the sustainability initiatives as directed by Escapade Silverstone

**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 push boundaries, embrace the unexpected, and create unforgettable moments. 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:

- Guest and Owner Reputation
- Detailed objectives will be set through the Personal