Reservationist

The role…

The role as a Reservationist is essential to the success of The Headland and is principally associated with ensuring guests’ expectations are continually surpassed. The reservationist will be responsible for ensuring the department consistently provides exceptional standards to our guests, ensuring regular, return and VIP guests are recognised and their expectations exceeded where possible.

This is a guest service role with a difference. Using your experience, training, and judgement you will provide a high quality of service, ensuring the needs of guests are at the heart of what we do and support colleagues in delivering an outstanding service.  You’ll need to be confident, and great at talking to people. This is a role where you’ll need to use your communication and relationship building skills efficiently and effectively. We can guarantee that no two days will be the same and you’ll find personal development from helping a variety of people. 

This is a fantastic opportunity to see the inner workings of a busy, thriving, independent hotel – working with various departments and delivering exceptional service. You will be flexible and adaptable as you may be asked to adapt your shifts and duties at short notice. 

As a Reservationist you will be the first point of contact for many of our customers by telephone or one of our many digital channels, and your engagement will define the service they receive from the Headland. Using effective communication, the team deliver an outstanding customer service experience in response to all public interactions, acting where possible to resolve queries at first contact and providing professional services and effective signposting.  With customer service at the heart of everything we do, and using a problem-solving approach, we aim to resolve many queries during that first contact.

What you’ll do

The Reservations team receives guest contact via the switchboard as well as through numerous digital platforms such as email, web chat and online forms. Every contact is different, some of which will require the Reservationist to identify, assess and multi-task to ensure the correct response is allocated. You will handle contact from a variety of guests from VIP’s to first-time guests and must be able to adapt your style to meet their needs.  You will also deal with stakeholders, professionals, and partner agencies.  As a Reservationist, we will support you in developing an in-depth knowledge of all aspects of the organisation. You will need to have a desire to handle and resolve the guest’s query at first point of contact, ensuring excellent customer service and handle demand for other departments. Working within a busy department, you must be able to work well under pressure, multi-task and resilient to change.

What you’ll bring...

• Previous experience in a similar role 
• Excellent communication and listening skills with the ability to build rapport quickly.
• A passion for problem-solving.
• The ability to assess and understand key information.
• Confidence to multitask, recording information accurately with attention to detail.
• IT competence across a range of applications.
• Committed to getting things right for our customer and delivering outstanding customer service.

Salary and Contract

This is a permanent, full time position working 40 hours a week, 5 days out of 7, including evenings and weekends.

In line with UK Immigration and Employment Law, only applicants eligible to live and work in the UK need apply. Proof of ID will be required in the form of a Passport, National Identity Card or Birth Certificate.

Perks...

As a member of our team you can enjoy the following benefits:

Complimentary stay after 1 year's service

• 50% off hotel stays
• 50% off hotel dining
• 40% off spa products
• 25% off spa treatments
• Gym access & weekly swim session
• Special rate for Pride of Britain Hotels
• Discounted surf lessons
• On site parking

As well as regular awards and recognition:

• Monthly recognition awards
• Annual festive awards event
• Long service awards dinner

**Please note, this vacancy may close sooner than the current expiry date if a suitable candidates are found. If you are wishing to apply, please do so as soon as possible.

---