Central Reservations Agent

This really is an exciting opportunity to join the Flat Cap team as a Central Reservation Agent in our group of boutique hotels inclusive of bars, restaurants and corporate space. The staff benefits and reward schemes are second to none. We provide an upbeat, friendly and fashionable working environment led by forward thinking, energetic and highly skilled colleagues.

**What’s in it for you?**

**_ Pay_**
- Competitive Rate of pay with reviews
- Company Pension Scheme

**_ Benefits_**
- 28 days holiday inclusive of Bank Holidays and an extra birthday holiday day
- Discount on Food & Drinks of 30% across the FC group
- Company Pension Scheme
- Tips and tronc system
- Up to 50% Off Room Rates across the FC group
- Weekly ‘friends and family’ discounted nights every Sunday evening with 30% off food & drink from 6pm;
- An Employee Assistance Programme (EAP) through Hospitality Action
- Cycle to work scheme
- Investment in training and development across the business. Internal and external masterclass sessions and bi-weekly life skill sessions run by the senior management team and various invited guest speakers.
- Discounted Gym Memberships for all Flat Cap colleagues at gym venues in each area surrounding our venues;
- Kitchen benefits such as a ‘good shoes allowance’ for kitchen shoes, and a regular onsite knife sharpening service;
- Wagestream which allows you to grab up to 50% of your earnt salary before pay day

**_ Career Progression_**
- Ongoing professional training & development
- Opportunity to progress within the company
- Flat Cap Academy

**About you**

The experience and knowledge we are looking for from the Central Reservation Role include
- Passionate in providing high quality customer service to guests.
- Organised and efficient.
- Outgoing and positive when communicating to guests and within the company.
- Ability to work within a team environment, whilst also being able to work on their own initiative.
- Flexible to work weekdays, weekends, and evenings.
- Available to work key holidays such as bank holidays, Christmas, Easter.

**About us**
- A group of independently owned Hotels in the heart of Cheshire
- Hotel Catey Award Winning Team
- A company where individuality, personality and diversity are encouraged, and loyalty is rewarded
- Working in highly regarded locations that are featured across many high-profile platforms and the opportunity to work with people across the media and sports world

**General description of your role**:
The Central Reservations department are responsible for handling all bedroom enquires and bookings for the properties. They manage all telephone enquiries and convert to secure reservations using the property reservations system. The delivery of outstanding customer service throughout this process is key to this role. You will often be the first person a guest speaks to in the business and a charming telephone manner is key.

As part of this role you will create and maintain reservation records and respond promptly to booking amendments communicating to the wider team through the set systems and procedures.

You will be fully conversant with the bedroom stock in all properties, have a good working knowledge of room configurations and how to maximise occupancy levels because of this.

A full understanding of the properties operational hours for dining & bar, good knowledge of menus and the restaurant reservation system and be well versed in taking guest information to be passed on to the events, wedding & corporate teams.

Main responsibilities:

- Be fully conversant with the property operating systems.
- To handle all enquires with the correct greetings and in a pleasant and efficient manner and with a smile when you are on the phone.
- Understand fully the selling status of packages and offers and strive to upsell and convert every enquiry.
- Handle booking amendments & cancellations efficiently and promptly communicating to all departments as required.
- Communicate and work with colleagues to ensure smooth handovers of all reservation information daily.
- Understand and work with the agreed policy for guaranteed reservations and no shows
- Ensure that all failed payments are followed up and either released or new payment details are taken.
- Handle daily correspondence and maintain up to date filing as required.
- Be up to speed with front office procedures and able to assist if required.
- Maintain comprehensive product knowledge of bedrooms, packages, offers and events.
- Undertake training as required to maintain understanding of all reservations systems and procedures.
- Comply with statutory and contractual requirements regarding the work place such as employment law, health and safety, hygiene, fire prevention and all HR procedures.

This role will include a shift pattern and will flex over a 7-day week, all phones to be covered between 08.00hrs - 20.00hrs

Person Specification
- Minimum of 1 years relevant experience
- Good Maths and Engli