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Central Reservations Agent
3 months ago
Join our team at St Austell Brewery, where we're dedicated to
providing exceptional customer service and seamless booking experiences for our
clients across our pub estate.
We are currently seeking a detail-oriented and customer-focused
Central Reservation Agent and be responsible for assisting clients with booking
reservations via telephone and online channels, ensuring accuracy, timeliness,
and a high level of service at all times. You will demonstrate a confident
approach and you will be able to convert sales into reservations.
We have two Part-time (16 Hours) Fixed Term Contracts for 12 months – This role will require you to work some evenings and regular weekends.
The role
- Maintaining reservation and rate strategy policies and procedures;
to maximise revenue yield, whilst ensuring reservation service excellence - Handle incoming reservation inquiries and requests via telephone
and online platforms, providing prompt and courteous support to our customers. - Supporting Pub colleagues with overbookings and cancellations and
ensure guest communications are up to date and correct - Process reservation bookings accurately and efficiently, ensuring
that all details are recorded correctly and confirmed with clients. - Respond to customer inquiries and resolve any issues or concerns
related to reservations, payments, or cancellations in a timely and
professional manner. - Maintain up-to-date knowledge of products, services, and
promotions to provide accurate information and upsell opportunities to clients. - Ensuring compliance with Data Protection legislation and Payment
Card Industry regulations
About you
- Excellent customer service skills and
experience of working in a customer focused environment and with a commercial
outlook - Capacity to remain calm, composed, and
focused when dealing with a high volume of inquiries or challenging situations. - Willingness to collaborate and support
colleagues to achieve common goals and deliver exceptional service as part of a
team. - An active interest in developing and
understanding new information, processes, and technologies and adapt to
changing circumstances - Proficiency in
using Microsoft Office suite (e.g., Word, Excel, Outlook) for tasks such as
composing emails and updating information - Familiarity with
reservation or booking systems commonly used in the hospitality industry.
Desirable but not essential.
Additional info:
St Austell Brewery is an Equal
Opportunities employer, and we positively encourage applications from suitably
qualified and eligible candidates, regardless of age, sex, race, disability,
sexual orientation, gender reassignment, religion or belief, marital/civil
partnership status, or pregnancy and maternity. We also welcome requests for
flexible working.
Early applications are encouraged as we’ll review applications throughout the
recruitment process and reserve the right to close the advert at any time. Please
note that we politely request no contact from recruitment agencies or media
sales. Speculative CVs from recruitment agencies won’t be accepted, nor the
fees associated with them.
