Reservations Agent

1 week ago

Droitwich, United Kingdom hotelshopUK LTD Full time

**Job Purpose**: Our Reservations Agents will be expected to provide a 5-star sales operation, always looking to exceed customer expectations through exceptional customer service in order to deliver great guest experiences, whilst ensuring our company mission, vision and values are at the forefront of everything we do.

As a Reservations Agent you will manage the total customer journey within the reservations process, from initial enquiry through to booking confirmation and payment. You will be capturing the key information required during the enquiry handling process, ensuring that we have a good understanding of the customer requirements and personal preferences.

**Key Accountabilities / Activities / Duties**:

- Handle inbound and outbound calls with clients and hotels
- Assist customers with the planning and booking aspect of their stay
- Upsell products in line with guests booking. Cross selling where required
- Provide the management team with feedback on what’s going well and not well e.g. hotel rates that are not competitive etc.
- Support hotelshopUK by providing assistance to other departments as and when required
- Know the hotels we work with and keep up to date with the processes you need to follow
- Follow the customer complaints process, ensuring Team Leaders/Management team are advised
- Ensure that you have your own reviews/appraisals and complete the necessary paperwork
- Provide the highest level of customer service at all times

**Health & Safety**
- To act on your responsibilities detailed in the Health & Safety at Work Act 1974
- To demonstrate a working knowledge of fire prevention and to follow the company evacuation plan on hearing the alarm
- To be security conscious with respect to staff/property/welfare and to report suspicious circumstances to your line manager

**General duties**
- To maintain a high standard of personal hygiene and grooming at all times
- To co-operate and communicate with colleagues to ensure effective department teamwork
- To attend any meetings, training sessions and/or courses that may be beneficial to you and your development
- To follow any procedures set up for energy conservation

**Hours of work**

Full time - 40 hours a week, covering evenings, weekends and bank holidays on a rota basis. Flexible working hours may be considered on a case-by-case basis.

**Operating Hours**

Monday to Friday 08:00 to 19:15, Saturday & Sunday 10:00 to 16:00.

**Flexibility**

Due to the nature of the business, a degree of flexibility is required, and the post holder may be required to perform certain tasks not specifically referred to above.

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

**Salary**: £19,800.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Employee discount
- Referral programme
- Wellness programme

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Droitwich, WR9 8BU: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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