Reservations Agent - London

Reservations Agent - Holiday Inn London - Kensington High Street

Department: Reservations

Reports to: Reservations Supervisor/Manager

Job overview

To deal with all telephone, fax and email enquiries in a prompt and professional manner in accordance with company standards ensuring accuracy and attention to detail at all times.

To be aware of seasonal and historical trends ensuring maximum occupancy and average room rates are achieved.

To maintain effective communication at all times.

This position requires working on Saturdays

Duties and responsibilities

• To be fully conversant with all reservation procedures including cancellations and no-shows and adhere to these procedures at all times.
• To be fully aware of all rates and promotions and to quote such rates in line with hotel standards, ensuring maximum occupancy and rate is achieved at all times.
• To deal with all internal and external customers in a professional manner to ensure complete satisfaction at all times whilst adhering to hotel brands.
• To develop and maintain customer relations to the highest standard, answering all telephones promptly and correctly.
• To ensure all incoming correspondence is actioned promptly and correctly, and any request responded to courteously and within the same working day/ 24 hours.
• To maintain an accurate and logical filing system for correspondence relating to bookings and enquiries.
• To ensure the Reservations office is kept clean, tidy and in an organized manner at all times.
• To have an accurate working knowledge of the hotel bedrooms and public areas in order to show current and potential clients the hotel and facilities.
• To be aware of our top ten corporate accounts and all other VIP guests, allocating rooms accordingly.
• To be aware of current and future availability and any historical and seasonal trends and major events which may affect it.
• To ensure the effective communication of all guest requirements to all other relevant hotel departments.
• To chase all unconfirmed bookings ensuring they are confirmed or released in accordance with hotel policy.
• To maintain an accurate waitlist and ensure all bookings are converted should rooms become available.
• To pass all potential sales leads to the Sales department.
• To strictly observe all credit procedures as set by the Reservations Manager and Credit Controller.
• To be fully aware of and to be able to act upon fire, health and safety and security procedures.
• To attend any relevant training courses.
• To be aware of the hotel’s performance, both financial vs budget and the customer service/guest satisfaction and its targets.
• To actively contribute towards the achievement of these goals
• To identify and maximise revenue opportunities through the upselling of our additional packages
• To assist the group reservations team whenever there is a business need
• To be able to handle confidential information, not disclose sensitive personal information and adhere to existing GDPR regulations.
• This job description cannot be exhaustive due to the requirements of the hotel industry; therefore the jobholder may be required to undertake additional tasks as requested by the Management team.

Key performance indicators

• Meeting upselling targets set by the Revenue Management team
• To ensure that conversion rates for non-arrivals remain high
• Responses via e-mail within 24 hours
• Develop relationships and grow business with new or existing clients
• Achieve the monthly room revenue budget

 Skills

• Previous experience of working within a similar environment is desirable
• Opera PMS knowledge is desirable, but not mandatory
• Excellent telephone etiquette and communication skills is a must
• Ability to work well within a fun team environment and at a high-pressure office environment
• Ability to project commercial acumen and confident decision making
• Self-starter and a highly motivated individual
• Take pride in their work
• Proactive approach and happy to share ideas and input where possible

Benefits

• Meals on duty
• Staff uniform
• Monthly performance-based incentives
• Company pension contribution after you passing your probation period
• Recommend a friend fee
• 20 days holiday plus 8 bank holidays
• Training fund assistance of NVQ’s
• Awards and Recognition Programme
• Seasonal annual parties
• Staff rate with IHG hotels globally