Reservations Agent

Who we are:

We love what we do and what we do is important We believe that everyone should leave feeling better – this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new, or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guest.

Your mission:

Should you decide to accept it…

We want someone who thinks outside the box. Our Belief Statement starts with “We love what we do and what we do is important.” Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm, and truly remarkable service.

We will handle all reservation calls; we will support and adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimization through full utilization of company reservations policies, pricing, market strategy, yield, distribution/selling strategies, implemented by the Regional Revenue Team.

We will handle all internal guest calls; we will listen, record, and maintain continuous communication with all departments to monitor completion of all guest requests. All incoming calls will be answered warmly, efficiently, and thoroughly so that each guest hangs up the phone feeling better.

The Nitty-Gritty:

What exactly you will be doing…

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests:

• Maintain the Virgin “Tone of Voice” during all interactions, uphold the culture & level of standards set by the management team.
• Process all incoming Reservations and correspondence, ensuring all requests are responded to in accordance with the company’s standards and ensure the inbox is cleared by the end of the day.
• Primary contact for all in-house guest calls; ensure all guest questions or requests are completed & followed up on while executing fabulous guest service.
• Input and access data in various computer systems such as Synxis, HMS & Sevenrooms.
• Complete task check lists on daily basis, including Arrival checks, Res Made Yesterday, e-mails, etc.
• Complete all administrative procedures accurately and in accordance with the departmental and Hotel guidelines.
• Be creative and think outside the box to create memorable experiences for our guests.

• Always maintain knowledge of the following:
  • Hotel features/services, hours of operation.
  • All room types, numbers, layout, décor, appointments & location.
  • All room rates, special packages, and promotions.
• Make every effort to achieve goals for revenue & quality targets set and agreed with the Regional Commercial Director and provide feedback to improve processes.
• Work well on a team and independently while being accountable for work performed.
• Update and merge guest profiles regularly according to the Company SOP’s.
• Establish and maintain strong relationships with the other departments (Front Office, Accounts, Sales, etc.)
• Pass along any necessary backup to Reception on daily basis
• Perform other duties as assigned.

What qualities are we looking for?

You got skills? If you are able to perform the following, then you have come to the right place…

• Report to designated shift in assigned attire on time.
• Flexibility to work different shifts, including on the weekends, holidays and evenings.

• Customer service and teamwork are two of the most critical skills desired for this position.
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Problem solving, reasoning, motivating, organizational abilities are used often.

Background must-have:

• Current, legal and unrestricted ability to work in the United Kingdom
• High school or equivalent education required.
• At least one year of hotel or reservations experience
• Ability to communicate in English clearly and pleasantly, both written & verbal. Other languages are beneficial too.
• Able to work independently, professionally and be a good team player
• Excellent interpersonal and communication skills
• Proficient in MS Word, Outlook and Excel

*Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds. We are proud to be an inclusive and Equal Opportunity Employer*