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London UK, UK, United Kingdom Urban Chic Full time

We are seeking a dedicated Serviced Apartment Reservations 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.


Responsibilities:


1. Reservations Management:

  • Handle inquiries and reservations through various phone, email, and online platforms.
  • Provide detailed information on apartment availability, rates, and amenities to assist guests in making informed decisions.
  • Process reservations accurately and efficiently, ensuring all guest preferences and special requests are noted.
  • Manage modifications and cancellations in accordance with company policies.


2. Customer Service:

  • Deliver outstanding customer service to guests, addressing inquiries, concerns, and special requests promptly and professionally.
  • Ensure guests' needs are met throughout their stay, anticipating and proactively resolving any issues that may arise.
  • Maintain a positive and welcoming atmosphere for guests, reflecting the high standards of our serviced apartments.


3. Communication:

  • Collaborate effectively with colleagues and other departments to ensure seamless operations and guest satisfaction.
  • Liaise with housekeeping, maintenance, and other relevant teams to ensure apartments are prepared and maintained to the highest standards for guest arrivals.
  • Communicate guests' special requests or requirements to the appropriate departments to ensure they are fulfilled promptly.


4. Sales and Revenue Management:

  • Promote additional services and amenities to guests to enhance their experience and maximise revenue.
  • Identify opportunities to upsell rooms, packages, or add-on services to guests during the reservation process.
  • Monitor occupancy levels and rates, making adjustments as necessary to maximise revenue and occupancy.


5. Administrative Tasks:

  • Maintain accurate and up-to-date reservation records and guest profiles in the booking system.
  • Prepare daily reports on occupancy, arrivals, and departures for management review.
  • Assist with billing and invoicing processes, ensuring accuracy and timeliness.
  • Support administrative tasks such as filing, data entry, and correspondence as needed.
  • Serve as a point of contact for the Chilworth Court night team, offering support and guidance in addressing maintenance-related 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.


Requirements:

  • Previous 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.
  • Flexibility to work evenings, weekends, and holidays as required to accommodate guest needs and operational requirements.


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.


Benefits:

  • Competitive salary based on experience experience.
  • Opportunities for professional development and career advancement.
  • Health insurance.
  • Dynamic and collaborative work environment in the heart of central London.


Working Conditions:

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

We understand the importance of balance. Your schedule will be:

  • 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.