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Reservation Agent

4 weeks ago

Bournemouth, United Kingdom Oceana Hotels & Restaurants Bournemouth Full time

**About us**

Oceana Hotels is a medium business in Bournemouth. We are professional, agile and our goal is to Oceana Hotels & Restaurants is a group of unique hotels and restaurants based in the beautiful region of South of England. Located in the dream location of award-winning sandy beaches of Bournemouth. We are a well-established hospitality business catering to the needs of thousands of guests each year and pride ourselves at delivering market leading guest experiences. We are a close-knit team of highly skilled and passionate hospitality professionals from diverse ethnic backgrounds which makes us a very exciting business to work with. We are looking for passionate talent to join Oceana Team and be part of a history of continued success.

Our work environment includes:

- Food provided
- Growth opportunities

As a Central Reservationist, you will serve as the first line of inquiry for room reservations within one of our hotels. You will be responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs.

**Duties & Responsibilities**:

- To promote the Properties at all times in a professional manner to the high standards required by Oceana Hotels.
- To meet given targets and assist in the delivery of the company budget
- To work alongside the Corporate Sales Manager and Reservations Manager and to assist in maximising occupancy, meetings and events throughout the year in the central properties
- To ensure that the current business held by the Central properties is under constant review and is replaced with more profitable, higher tariff business where possible but with careful regard to longstanding existing business.
- To be fully aware of all hotel services and activities.
- To be fully aware of, and strictly adhere to, security procedures laid down by the hotel and company. This to include keys, stock, cash and property.
- To be aware of and strictly adhere to fire procedure precautions and bomb threat procedures as laid down by the hotel and company in order to satisfy statutory legislation.
- To attend training when required
- To be fully aware of and comply with hotel and company rules and regulations as identified in the Staff handbook.
- Develop good understanding of each of the Oceana Collection properties to maximise occupancy and average room rate
- Respond customers enquiries in a courteous and professional manner
- Answer telephones, in line with the Company and Department standards.
- Promote effective communication within the department by being receptive to issues communicated to you and to ensure that you pass on all relevant communications from colleagues or guests to the appropriate person.
- Focus on converting the enquiry to a confirm booking
- Commitment to deliver a high level of customer service
- Working on 2 PMS systems
- Making sure all the information is kept clear and proper communicated to all departments concerned so that guest receive the required service when checked in
- Understanding of payment methods and processing bookings
- Balancing the days taking, between the PMS and PDQ machines
- Making sure the hotels are aware of any changes to reservations, meal booking, and dates etc
- Making sure that all reservations are entered correctly for accurate statistics
- Have a good understanding of promotions, offers and special events rates
- Assist and train Hotel receptions with changes in bookings when the desks are under pressure
- Adhering to GDPR policies
- Fully aware of and adhere to Health and Safety and fire procedures
- Maintain good communication and working relationships with all hotel departments

**Requirements**:

- Excellent communications skills, fluent spoken English and pleasant phone manners
- Previous experience in reservations/front office or an equivalent combination of education and experience would be ideal.
- Hands on experience with office machines and computers
- Knowledge of customer service and office management
- Problem-solving, handling complaints and ability to work under pressure
- Working knowledge of Hotel Perfect is a plus
- High School diploma; additional certification is a plus

**Benefits**:

- Competitive salary
- Excellent training and development opportunities
- Meals and uniform provided as per company policy
- Excellent career progression opportunities within a successful growing business
- Discounts on Oceana Day Spa, overnight stays and dinning across the Oceana Hotels Group

**Benefits**:

- Employee discount
- Referral programme

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Tips
- Yearly bonus

Ability to commute/relocate:

- Bournemouth: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Expected start date: 19/05/2023

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