Reservations Agent

4 weeks ago

St Andrews, United Kingdom Rusacks St Andrews Full time

**Job Ref**:SEG1470

**Branch**:Rusacks St Andrews

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

**Salary/Benefits**:Salary is DOE Competitive.

**Contract type**:Permanent

**Hours**:Full Time

**Shift pattern**:Various/flexible - 8am-8pm Mon-Sun

**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 Reservation Agent to join a team of distinguished hospitality enthusiasts. Marine and Lawn has recently reopened three new hotels following a full hotel refurbishment. The Brand has also acquired Slieve Donard in Northern Ireland which will be refurbished and relaunched in Summer 2023 and Dornoch Station which will also be opened in Summer 2023. The role will be responsible for delivering exceptional quality and standards across all reservations processes and exceeding guest expectations.

**What will I be doing?**
- Answering incoming telephone calls for reservation enquiries for the Marine and Lawn portfolio in a timely manner.
- Undertaking arrivals checks to ensure guest details are captured accurately to ensure the operations can deliver exceptional guest service
- Ensure that all OTA arrivals are in the system accurately
- Following up on reservations traces and dealing with guest requests
- Entering and managing group rooming lists for golf and leisure guests/bookings
- Following up with GTO agents to obtain rooming lists and billing information
- Follow up with guests and clients to ensure any queries are dealt with
- Being fully knowledgeable about all hotels in the Marine and Lawn portfolio
- Being fully knowledgeable and accurate in the operation, functionality and standards required in using the designated systems
- Maintaining accurate filing systems for all correspondence within the department, and ensure all filing is completed
- Ensuring all system traces are actioned daily to ensure all 'no-shows' from the previous night are followed up and charged accordingly
- Pro-actively calling all upcoming arrivals in line with the agreed timeframe
- Encouraging the upselling of products, rooms and other hotel services/products
- Creating and distributing reports to key stakeholders

**What are we looking for?**
- Great attitude and someone who can positively impact the guest experience.
- Genuinely friendly and enjoys working as part of a team
- Good communication and interpersonal skills
- Expert level attention to detail
- Proficient in IT
- High resilience and adaptability
- Hotel and/or Contact centre experience
- Previous experience of Opera would be beneficial however not essential

**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
- Access to participating in healthcare plans and insurance plans - just in case
- Monthly published schedules

**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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