Reservations Agent

3 weeks ago


London UK, UK, United Kingdom Urban Chic Full time

We are seeking a dedicated Serviced Apartment Reservation Agent to join our team in Central London. In this role, you will manage reservations for our luxury serviced apartments, ensuring exceptional service delivery to our guests. Your primary focus will be handling inquiries and bookings and ensuring smooth guest experiences from reservation to check-out.


As a Reservation Agent, you will receive:

  • Salary: £27,000 per annum
  • 29 days of holiday per year
  • Annual employee recognition awards
  • Vitality medical insurance with great gym discounts & more
  • Family rates for our luxurious apartments in central London
  • Recommend a friend scheme - up to £250
  • Annual staff parties

We are looking for a Reservation Agent with:

  • Previous strong experience in a reservations or guest services role within the hospitality industry, preferably in luxury serviced apartments or hotels.
  • Exceptional communication and interpersonal skills, with a strong focus on providing outstanding customer service.
  • Excellent organisational skills and attention to detail, with the ability to multitask and prioritise effectively in a fast-paced environment.
  • Proficiency in reservation software and Microsoft Office suite.
  • Knowledge of central London attractions, transportation options, and amenities is highly desirable.


Preferred Qualities:

  • Proactive attitude and strong problem-solving skills, with the ability to resolve guest issues efficiently and effectively.
  • Team player with a positive attitude and willingness to collaborate with colleagues to achieve common goals.
  • Fluency in additional languages besides English is advantageous.
  • Passion for hospitality and a commitment to delivering exceptional guest experiences.


Responsibilities:

Reservations Management:

  • Handle inquiries and reservations through various channels (phone, email, online).
  • Provide detailed information on apartment availability, rates, and amenities.
  • Accurately process reservations, noting guest preferences and special requests.
  • Manage modifications and cancellations according to company policies.

Customer Service:

  • Deliver outstanding customer service, promptly addressing inquiries, concerns, and special requests.
  • Ensure guests' needs are met throughout their stay, proactively resolving any issues.
  • Maintain a positive and welcoming atmosphere, reflecting high service standards.

Communication:

  • Collaborate with colleagues and other departments for seamless operations and guest satisfaction.
  • Coordinate with housekeeping and maintenance to prepare and maintain apartments.
  • Communicate special requests or requirements to the relevant departments for prompt fulfilment.

Sales and Revenue Management:

  • Promote additional services and amenities to enhance guest experience and maximise revenue.
  • Upsell rooms, packages, or add-on services during the reservation process.
  • Monitor and adjust occupancy levels and rates to maximise revenue and occupancy.

Administrative Tasks:

  • Maintain accurate reservation records and guest profiles in the booking system.
  • Prepare daily occupancy, arrival, and departure reports for management.
  • Assist with billing and invoicing, ensuring accuracy and timeliness.
  • Support administrative tasks such as filing, data entry, and correspondence.
  • Serve as a contact for the night team, providing support and guidance for maintenance emergencies outside regular business hours.


Note:

The above job description outlines the primary duties and responsibilities associated with this role, but it is not exhaustive. Additional duties may be assigned as needed to meet the evolving needs of our business. Management reserves the right to modify, add, or remove responsibilities as necessary.

This position primarily operates in an office environment, with occasional visits to serviced apartments as needed.


Schedule:

  • 40 hours per week, spread across five days.
  • Five working days are scheduled between Monday and Sunday (Subject to rota).
  • Hours: 10:00 to 18:00, with a 30-minute paid break.


All applicants invited for an interview will need to provide proof of their right to work in the UK.


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