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Booking and Guest Services Agent

5 months ago

Harlington, United Kingdom Radisson Blu Edwardian Heathrow Hotel & Conference Centre Full time

**Booking and Guest Services Agent**:
**Radisson Blu Edwardian Heathrow Hotel & Conference Centre**:
**Salary**:£26,000**

**Job Type**:Permanent**
**Hours**:Full-time**
**Town**:Harlington***:
Radisson Blu Edwardian Heathrow Hotel & Conference Centre, London is unique from the outset. Perfect for weekend stays, spa breaks and business travel, the hotel features 464 bedrooms and suites, two restaurants, as well as a health club with state-of-the-art Technogym equipment, jacuzzi, sauna and steam room facilities.

We are currently recruiting for a Booking and Guest Services Agent to join our Truly Talented team.

Reporting directly to Booking and Guest Services Manager, this is an exciting role for a talented individual looking for a new challenge and wanting to join a fast-paced, hardworking team environment.

What we offer

£26,000 per annum
Permanent, full-time contract (40hrs per week).

**Benefits**
- Hotel discounts across all Axiom Hospitality hotels - colleague rates and up to 50% discount on F&B;
- 28 days holiday, including bank holidays, increasing yearly to 33 days;
- Discounts across retail, restaurants, events and more through our benefits & rewards portal;
- Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
- Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
- Yearly complimentary Axiom Xcape stayover after one year of service;
- A growing team with great training, progression, and promotion opportunities;
- Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
- Free meals while on shift;
- Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more

**Your Role**

As a** Booking and Guest Services Agent, **you will provide courteous and efficient service to all guests and maintain the levels of service to the highest standrads at all times.

You will work in a busy and hardworking team environment, where you'll contiually learn and develop.

Responsibilities of a **Booking and Guest Services Agent** will include but are not limited to:

- To manage any booking amendments, cancellations and other booking updates including but not limited to billing instructions and data entry.
- To ensure all enquiries are chased in a timely manner and all stages of the booking are being managed in accordance with company standards. To be fully conversant with all facilities, services and special promotions offered by the hotel and use this information to maximise hotel sales.
- To ensure enquiries are managed to maximise sales, occupancy and revenue, including up-selling, F&B and relevant hotel facilities wherever possible.
- To provide a seamless customer experience through effective use of systems while using information and tools appropriately. To ensure all revenue is tracked accurately and timely. Ensuring that invoices for deposits are issued in a timely manner and paid within the payment terms.
- To respond to all guest communication professionally, ensuring personalisation and customisation to deliver excellence in service. Take ownership of all guest requests and feedback, either prior to arrival, during their stay or after checkout. Ensuring correct recording and follow up of requests or issues to guarantee delivery in a timely manner in line with guest expectation.
- To promote the image of the hotel and the Company by the provision of quality customer care standards both internally and externally. To protect personal data of guests and team members following GDPR and PCI training.
- The ideal person for this role will be enthusiastic about change, focused on details and trusting.

**The core skills and experience required to succeed**
- Experienced Reservations/M&E/Customer Relations professional
- Knowledge of Hotel PMS and Sales & Catering tools preferred but not essential
- Proficient in MS Word, Excel and online tools
- Understanding of the hospitality and travel industry
- Ability to function independently with a minimum of supervision
- Demonstrated strong interpersonal, organisational and communication skills (written and verbal)
- Be positive, calm, and approachable across a wide range of challenging situations
- Make guests and their needs a primary focus
- Be enthusiastic about change
- Focused on the details
- Innovative and forward-thinking
- Focused on results and able to work under pressure
- Flexible and adaptable
- Highly self-motivated, confident, decisive, and able to work with limited supervision.
- Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organisational goals and lasting relationships
- Be driven by the results. Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively acting and going beyond what is r