Principal

Reservations Agent

Recruiter
Principal
Location
Manchester
Posted
09 Nov 2018
Closes
07 Dec 2018
Ref
EMEAA03029-18212
Job Type
Full Time

About us

Built as the headquarters for the Refuge Assurance Company in 1895 and extended in 1912, The Principal Manchester - as it's now known - is part and parcel of Manchester and its renewed status as the "Northern Powerhouse". Its clock tower is a part of the Manchester skyline - seen every day on the BBC local news - and a marker by which to get your bearings. The hotel has recently completed major renovations, which put The Principal Manchester centre-stage in our exciting plans as part of the launch a new, "urban lifestyle" hotel brand, including a destination restaurant and bar that we have created in partnership with some of the city's most respected restaurateurs.

Your day to day

Under the Immigration, Asylum and Nationality Act 2006, all prospective employees are required to provide official documentation of their eligibility to work in the UK. In this role you will deliver a first class, professional booking management service, whilst maximizing revenue and achieving budgeted targets. Our Agents will be responsible for the delivery of a “best in class” sales operation, through striving to exceed customer expectations by demonstrating true passion for our business in order to deliver great guest experiences, whilst ensuring our company mission, vision and values are at the heart of everything we do. • Manage the total customer journey within the reservations process, handling from initial enquiry through to booking confirmation / payment • Capturing the key information required during the enquiry handling process, through the use of excellent questioning techniques, ensuring that we have a good understanding of the customer requirements and personal preferences • Lead by example in handling obstacles and negotiation within room sales, and being equipped to provide suggestive / persuasive solutions to maximise all opportunities • To actively reduce denied reservations through effective cross exposure of portfolio to customers, demonstrating sound knowledge of location in order to convert the reservation • Demonstrate advanced property product knowledge in both Hotel Inventory; features, facilities as well as the local Hotel area; transport links and local attractions etc • Enhance the customer experience by confidently upselling on both room types and packages • Take responsibility and promote the importance for tracking of call volumes, lead sources and marketing promotions

What we need from you

We are looking for someone that has previous sales/customer service experience and can demonstrate the skills required in the handling of enquiries from various sources including Web Chat, Email, Web Enquiries & Phone. You’ll have strong communication skills, the ability to manage high volumes of calls/enquiries and be confident in promoting the company, our brand in a professional manner and maximising all sales opportunities.

What we offer

• A competitive salary • 28 days holiday each year, including bank holidays (this increases annually up to a maximum of 33 days) • Hotel based incentive and recognition schemes • Access to our Exclusively Yours, Voluntary Benefits portal, which includes discounts on some travel, leisure time activities, health, retail and motoring • Discounted accommodation with competitive colleague rates at our other hotels • Long service awards which increase with length of service • Excellent training and development opportunities within the hotel, the Company and our online e-learning portal • Financial rewards for delivering sensational service • Free meals on duty