Reservation Agent

**Reservation Agent**:
**Reservations - The Grand, York**:
**Contract**:Full Time**
**Salary**:25438.40****:
Located within York’s city walls and with views of York Minster, the hotel holds an enviable and proud position in the city and local community. Once the famed Headquarters of the North-eastern Railway Company, our magnificent building is bursting with original features and all the grandeur of its former life as the “Palace of Business” - making it a truly beautiful and inspiring place to work and grow.

At The Grand, York, a prestigious 5-star luxury hotel, we pride ourselves on offering exceptional service and unparalleled hospitality. Our exquisite accomodations and world-class amentites provide our guests with an unforgettable experience.

The Reservations Agent is responsible for maximising revenue through effective sales strategies, inventory management, and customer relationship management. This role requires strong sales skills, attention to detail, and a commitment to providing exceptional guest service.

As a Reservations Agent you will:

- Always adhere to AA call standards
- Ensure accurate input and management of reservations in the hotel's Property Management System (PMS).
- Monitor room availability and manage inventory to optimise room occupancy and revenue.
- Provide detailed information about room types, rates, packages, and promotions to potential guests.
- Confirm and modify reservations as requested by guests or management.
- Review and confirm VIP bookings, and special requests, ensuring all details are accurately recorded and communicated.
- Upsell and cross-sell hotel services and amenities to enhance the guest experience and maximise revenue.
- Coordinate with other departments to ensure seamless guest service and satisfaction.
- Process payments, adjustments and cancellations in accordance with hotel policies.
- Maintain up-to-date knowledge of hotel policies, procedures and services to effectively assist guests.
- Manage voucher sales.
- Participate in training programs to stay current on hotel services and industry trends.

**What We Offer**:
The Grand, York is proud to provide our team with a variety of benefits to enhance and drive engagement. We believe in consistent and tangible reward and recognition initiatives, and we put health and wellbeing firmly at the heart of our employer brand. Joining The Grand, York is not just a career, but a deeply rewarding journey with limitless opportunities to develop and grow.
- Fully funded and supported Apprenticeship programmes up to level 7
- Supervisory and Management development training programmes, Ignite and Inspire.
- Splendid Family discounts across our group - on accommodation, food and drink.
- Enjoy being creative with friends and family with a 50% discount on cookery classes in our Grand Cookery School
- We operate a monthly Grand Family shop, where you can buy bulk items to help with the cost of living.
- Discounted local NCP car parking and discount off local First bus travel.
- Experience our hotel as a guest with a complimentary guest experience for you and a guest within your 90-day probation period
- Monthly pay day treats and an annual ‘Thank You’ week - full of treats and activities.
- We celebrate our diverse workforce with awareness days and diversity lunches.
- Visit York discounts to visit local attractions and experience what our wonderful city has to offer.
- We love to recognise our Grand Family through Grand Star of The Month, Grand Celebrity of The Week, Probation Pass lunch and Long Service recognition dinner. Enjoy our annual Grand Family party, with many other social events throughout the year.
- Company Pension salary sacrifice scheme.
- Access to our Cycle to Work scheme through Green Commute Initiative to support health and wellbeing and our environment.
- Make a difference and join our Grand Goes Green Team, our Grand Plans Team to help organise our social events and raise funds for our nominated charities. There is also opportunity to represent your department in our Grand Family Forum.
- Fully funded and supported ESOL classes (English for Speakers of Other Languages)
- 12 Mental Health First Aiders onsite to provide signposting and initial support.
- Retail Trust Employee Assistance Programme (EAP) to give free, confidential 24-hour support and advice whenever you may need it.
- Employee referral scheme - refer a friend or family member and receive a £350 incentive payment.
- No split shifts, 2 days off together.
- Complimentary light breakfast, lunch, and dinner whilst on shift as well as complimentary tea, coffee and fruit.

**About Us**:
The Grand is York’s only five-star hotel, situated in the very heart of the historic city. The property offers a splendid blend of Victorian elegance and modern sophistication and is known worldwide as a beacon of hospitality excellence. We are honoured to have been awarded the ‘Hotel of the Year’ Catey and we are also absolutely delighted