Cluster Reservations Agent

Hotel Reservations Agent - (Opera Users Only)
Imperial Hotels London Group – based at the Commercial Office
40 hours a week (5 Days out of 7 Days weekly rota)
£ 25,702.00 + Benefits
Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes The Royal National Hotel which remains UK largest hotel with over 1,600 rooms, The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Deluxe Hotel in 2024.
We are currently recruiting for Reservations Agents at Imperial London Hotels Group based in the heart of Bloomsbury to join our vibrant and multi-cultural team. We don't want you to work for us, we want you to work with us and be part of our ILH Family.
As Reservations Agent you are the first point of contact that our guests have with Imperial London Hotels, building rapport and trust quickly over the telephone, understanding their individual requirements to enjoy a memorable stay at one of our 7 London hotels.
What you will be doing
Your key duties will be as follows:
* First point of contact with our guests, travel agents or other third-party partners ensuring that any disputes are resolved in an efficient and professional manner.
* Responds promptly with reservations for Imperial London Hotel group, updates and amends bookings through Opera, ensuring that all bookings are accurately entered into the system in a timely manner.
* Responds positively to all sales enquiries and is able to convert enquiries into future bookings.
* Works closely with Group/ Contacts team ensuring a smooth co-operation with suppliers and maintaining a good working relationship.
* Receives and monitoring daily reservations request from suppliers, ensuring correct rates are confirmed and bookings comply with contracts.
* Provides our guests with good knowledge of our hotel facilities, public areas, restaurants and bedroom types.
* Supports Hotel Reception teams within hotel group ensuring any reservation or payment queries are resolved promptly.
* Keeps up to date and provides information on new and current offers, packages, price and information about the hotels in the group.
What we would like from you
* Previous experience gained in a Reception/Reservations or Call Centre environment.
* Working knowledge of Opera would be beneficial.
* You will have a good level of spoken and written English.
* Has a genuine interest in providing the best service for the customer.
* Has a confident and engaging telephone manner with ability to build rapport quickly.
* You will have the ability to effectively problem solve ensuring that any complaints are resolved in a calm and professional manner.
* Excellent organisational skills and time management skills with the ability to balance different priorities.
What you will get in return
* 28 Days Holiday pro-rata increasing with length of service up to 33 days
* Free meals on duty
* Uniform & dry-cleaning
* Workplace pension scheme
* £300 Refer a Friend Scheme
* Employee recognition
* Employee awards
* Social events
* Interest-free Season Ticket Loan / Travelcard Loan
* 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability)
* Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets
* Shopping discounts across several high-street brands and online retailers (via Each Person)
* Nursery Scheme via Each Person (subject to eligibility)
* Early Pay - Instantly access a portion of the pay you’ve already earned