Reservations Agent

**Position**:
**Reservations Agent**
40 hours per week - inlcudes early mornings, evenings and weekends on a shift pattern.

This will be based at Brean Campus

**Position Summary**:
The Reservations Agent reports to the Reservations Manager and is responsible for supporting the successful performance of the Reservations Department by ensuring a professional, friendly and highly efficient booking experience is delivered to our guests.

**Qualifications for the role**:

- No previous reservations experience required although would be advantageous
- Must have strong organisational and office administrative skills
- Must have excellent customer service skills
- Must be highly personable with the ability to build relationships at all levels of the business
- Must have a meticulous attention to detail
- Must be able to work on their own initiative
- Must have excellent communication skills adaptable to a wide range of audiences
- Must be proficient in IT/Microsoft Office and payment handling

Successful applicants must be willing to undergo Baseline Personnel Security Standard vetting and obtain a DBS certificate. This standard is designed to provide a high level of assurance as to the honesty, integrity and values of individuals who are required to work at a Nuclear Licensed Site or may have access to sensitive nuclear information

**Duties and Responsibilities**:

- Create and sustain a work environment that embraces the HOST mission, culture and values and consistently role models those behaviours
- Ensures fair and equitable treatment of all Team Members in line with HOST’s equality and diversity policies and procedures.
- Focuses on the brand essence ‘a good night’s sleep means a good day’s work’
- Supports Managers and fellow colleagues maintain the defined standards. Works with colleagues at all levels to deliver a consistent level of quality service.
- Knowledgeable of all reservations policies and procedures
- Process all aspects of guest bookings from new bookings, extensions, cancellations, and amendments
- Process no shows and cancelled reservations inline with current terms and conditions
- Provide an efficient booking process for all guests accommodating special requests whenever possible
- Provides clear communication to the guest throughout the booking journey
- Ensures any relevant information is handed over to the following shift to ensure consistency of service to the guests
- Thoroughly understand and adhere to all cash handling and payment policies and procedures
- Ensure daily procedure checklists are completed in a timely fashion
- Maintain clear and effective communication channels with all other departments and subcontractors
- Always maintain a friendly yet professional relationship with campus guests, visitors and fellow colleagues
- Handle and resolve or escalate guest complaints proactively and in a professional manner
- To help and support the Front Office team as and when required
- Ensures all written and verbal communication is professional in tone and suitable for its audience
- Ensure they are knowledgeable as to the requirements of the relevant standard operation procedures (SOPS)
- Coordinate room status updates with the housekeeping department
- Knowledgeable of the campus and guest accommodation facilities and services provided
- Competency in using all Front Office equipment
- Escalate anything unusual to management/duty managers
- Keep abreast of all activities and meetings scheduled at the campuses each day
- Knowledgeable of the department’s safety and emergency procedures
- Processing bookings for additional services such as the MUGA pitches, gyms and Car parks
- Any other duties reasonably required of you to support the department or business as needed.

**Your entitlements**:
You will belong to Job Level 3
Your compensation and benefits are embodied in your employment contract

**Salary**: £25,257.00 per year

**Benefits**:

- On-site parking

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme

Work Location: In person