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Reservations Agent

2 weeks ago

Glasgow, Glasgow City, United Kingdom The Address Glasgow Full time £12,000 - £15,000 per year

Role: Reservations
Location: The Address Glasgow
Financial
Duties and Responsibilities

  • You will assist the Revenue Manager by achieving premium RevPAR through effective selling and management of room types, rate management and optimal market business mix.
  • Assist in the preparation of occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in business levels.
  • Manage no-show revenues.
  • Assist the Revenue Manager in maintaining accurate records on pick-up, cancellations, no-shows, and sources of reservations.
  • Monitor group wash / pick up.

People Responsibility

  • Assume responsibility for the execution of the reservations department's policies and procedures and manage the daily operation.
  • Ensure reservation standards are met, conduct testing standards including call observation and conduct regular test calls and provide timely feedback.
  • Assist in maintaining favourable working relationships among employees and other departments, to promote maximum morale, productivity and efficiency in the department through leadership and a fair and consistent display of discipline.
  • Ensure the team is equipped to work quickly in high-pressure environments and able to handle stress.
  • Keep staff well-informed of all changes in hotel policy, services, personnel, special activities etc.
  • Develop and mentor reservations staff for future advancement.

Guest Experience Responsibility

  • Ensure information on all 3rd party channels is correct and up to date.
  • Ensure the reservations check have been completed correctly by the reservation department.
  • Display a high level of integrity and professionalism at all times when dealing with guests and employees.
  • Control all suite reservations in conjunction with the front office manager's and ensure special handling of top corporate clients, VIPs, and return guests across the cluster.
  • Handle guest complaints keeping senior management well-informed of any problems and action taken.

Qualifications

  • Fluent in English
  • Knowledge of telephone sales and upselling
  • Excellent administration and organisation skills
  • Computer knowledge required. Knowledge of the Hotosft Hotel System a plus.
  • Accuracy & strong attention to detail
  • Ability to prioritize in a fast-paced environment