JOB DESCRIPTION

Administer the operational and system processes for coordinating group arrival and departure. This includes verification of reservations, online bookings and rooming lists. Provide ongoing communication between the client, the hotel, and the sales office ensuring all operational standards are met including brand standards, and overall guest satisfaction.

ABOUT US

Set in one of London’s oldest and most culture-rich parts of the capital, Hilton London Bankside is ideally located just a walk away from some of London’s most famous landmarks including Tate Modern, Shakespeare’s Globe, Borough Market and The Shard. With a strong focus on design, each part of the property has been carefully created to reflect the fascinating history and ambiance of the surrounding area, combining the authentic Bankside urban grittiness and polished contemporary design. You will find us very centrally located and within walking distance from several tube stations.

• Southwark tube station – 5-minute walk
• Blackfriars tube station – 5-minute walk
• Waterloo Station – 13-minute walk
• London Bridge tube station – 15-minute walk

 Follows up the administration of Group reservations very thoroughly, making check-in operations easier for the front desk team
 Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior
 Handles Group reservations by applying the various step-by-step processes defined by the brand
 Able to create SRP, packages, and group master.
 Follow the group’s archive system order and deposit schedule report in exemplary way.
 Prepare group’s handover and attends OPS meeting to ensure the relevant department are aware of the following business week events
 Enters reservation details precisely and correctly
 Ensures that information is passed on to the people concerned
 Confirms reservation; takes care over written communications
 Ensure that reservations are dealt with in an efficient and pleasant manner.
 To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximize hotel sales.
 To provide a hospitable service to the standards
 To be fully conversant with OnQ PM, ONQ R&I and Delphi
 To check all correspondence in connection with group bookings and deal with accordingly.
 Organise group bookings for accommodation once the contract has been ended over to the delivery of service
 Communicate with all departments of the hotel for the guests requests and attending
 To be able to offer an alternative (i.e. date, type of room) if we cannot provide what our caller requires.
 To run all appropriate reports connected with rooms as laid down in the Reservations Manual and distributed to the relevant managers.
 To work in accordance with the room’s strategy/top line actions.
 To ensure that group information and contracts are kept up to date and followed up in line with hotel policy.
 To ensure that the hotel credit policy is adhered to.
 To advise housekeeping of any special requirements requested, i.e. late booking, cots and VIP’s.
 To develop and maintain good working relationships with all departments in the hotel.
 To attend all relevant training as and when required.
 To show willingness to take on additional responsibilities when necessary.
 To undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of your Supervisor/Line Manager.
 Support individual reservations as necessary