Groups Reservations Agent

4 weeks ago

St Andrews, United Kingdom Rusacks St Andrews Full time

**Job Ref**:SEG1471

**Branch**:Rusacks St Andrews

**Location**:Rusacks St Andrews, Saint Andrews

**Salary/Benefits**:Competitive Salary

**Contract type**:Permanent

**Hours**:Full Time

**Shift pattern**:As required (Mon-Fri with some weekend work required)

**Hours per week**:40

**Posted date**:12/05/2023

**Closing date**:14/06/2023

There has never been a better or more exciting time to be a part of the Marine and Lawn Hotels and Resorts. Do you enjoy being a part of a great team? And creating empathic guest experiences? If you do, we'd love to meet you.

We are looking for a Groups Reservations Agent to join a team of distinguished hospitality enthusiasts. Marine and Lawn have recently reopened three new hotels following a complete hotel refurbishment, with our fourth, Slieve Donard in Northern Ireland, due to be complete this summer.

The Group Reservations Agent will be responsible for managing group reservations for Marine and Lawn. This position requires excellent communication skills, attention to detail, and the ability to work effectively as part of a team. The role will be responsible for delivering exceptional quality and standards across all reservation processes and exceeding guest expectations.

**What will I be doing?**
- Manage group reservations and Golf Tour Operator sales enquiries for Marine and Lawn Hotels.
- Process group bookings and ensure all details are accurate and complete.
- Verify that billing for each group is set up correctly and preparation for the group check-in.
- Providing excellent customer service to all guests and ensuring to adhere to hotel standards.
- Act as the main point of contact for group organizers.
- Processing bedroom groups GTO rooming lists accurately and all changes and cancellations for group reservations.
- Collaborate with the sales and marketing team to promote the hotel and its services.
- Maintaining accurate logs of special requests and ensuring that requests are blocked in Delphi and PMS.
- Ensuring that all reservations transferred to PMS are accurate.
- Oversee the accuracy of bedroom group room blocks and GTO reservations.
- Revise room blocks to maintain the required number of available rooms and keep organized teams' files of all groups.
- Understanding the selling strategy for Marine Lawn by knowing the status of room inventory and following procedures.
- Determine appropriate room types per contract and verify room type and rate availability.
- Explain guarantee, rate, deposit, and cancellation policies to callers.
- Accommodate and document special requests.
- Communicate information regarding designated VIP reservations.
- Respond to challenges in accommodating rooming requests by communicating with the Head of Reservations.
- Set up proper billing accounts according to accounting policies.
- Reports to include but not limited to Weekly Distribution reports for Bedroom Groups and GTOs.
- Managing the accuracy of the Golf Tour Operator bookings.

**What are we looking for?**
- Positive attitude and someone who makes our guests smile.
- Experience with Delphi, Opera and HMS would be advantageous.
- Genuinely friendly and caring.
- Enjoys working as part of a team.
- Good communication and immaculate presentation
- Expert-level attention to detail.
- Proficient in IT
- High resilience and adaptability
- Hotel or Customer facing experience advantageous.

**The Perks**
- Enrolment in pension from Day 1 for all eligible team members
- Access to everyday discounts from high street retailers
- Discounted hotel room rates for you and your family (TCs apply)
- Refer a Friend Scheme - just by putting a good word in for a friend you could earn some extra cash
- Incentive schemes
- Access to participating in healthcare plans and insurance plans - just in case
- Positive team working environment

**Equal Opportunities**

We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity. We value diverse cultures, ideas, and people as part of our core DNA.

**Right to Work**

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.

**About Us**

Occupying an iconic 1800s building, the hotel is steeped in golfing history. Overlooking the picturesque town of St Andrews—and just a stone’s throw from Old Tom Morris’s famous Old Course Links—it’s a monument to golf and its founders, as well as a luxurious base for explorers of St Andrews.

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