Company Description
Department: Reservation
Reports to: Reservation Manager
Hourly Salary: £14
The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing & group hotel comprising a total of 508 keys, across two distinct brands within Accor, Ibis & Mercure. As the property is a combo there are 226 Ibis rooms & 282 Mercure rooms. The London Suite is the main ballroom for all types of events. The London Suite is extremely versatile and plays a pivotal role in the property’s overall performance. The London Suite is divisible into nine separate meeting rooms, which when combined can be one of the largest pillar free spaces in London for events up to 1200 guests. The F & B outlets in the property have been created by PARIS SOCIETY. The F & B space named Barnaby’s, is perfect for social events and either the Barnaby’s Kitchen or Barnaby’s Lounge Bar can be semi or completely privatised for groups, events or additional catering / meeting space for larger residential bookings/ functions.
Job Description

POSITION OVERVIEW

To deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in helpful and speedy manner. To support all other departments, especially reception ensuring that all guests have an enjoyable stay with us. To be responsible for the day-to-day duties with accepting and entering individual and group reservations. Resolve guest problems and complaints as appropriately and professionally as possible.

CUSTOMER RELATIONS

• Provide efficient, friendly and professional service to all guests, making all guests experience positive.
• Take a positive problem-solving approach to guest problems and concerns; call the Manager on Duty if difficulties arise.
• Actively sell and promote hotel facilities and services.
  NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.
  Additional Information

DUTIES

• Responsible for individual
• Knowledge of the full process of group booking and assist the team in case of need. This also includes the management of group blocks relating to inventory, payment and group setup
• Handle enquiries via email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe.
• Handle any other department issues related to individual reservations (follow up on prepayment, routing, vouchers…)
• In case of need knowledge and preparation of group information sheets (group movements) and briefing of all involved prior to the arrival of the group.
• Ensure that now shows are accurately reported and charged.
• Process and input reservations following hotel reservations policy including FIT and TBR
• Arrival checks and traces
• Manage payments, cancellations, rooming lists, terms, and conditions
• Maintains a precise filing system for all Group reservations and correspondence.
• Performs all reservations duties including making and entering reservations as required including TBRs
• Handle guest complaints and enquiries in an efficient and professional manner
• Ensures a clear line of communication with other departments for special requests or other reservation-related matters.
• Ensure VIP and complimentary room night procedures are adhered to.
• Ensure Accor brand and company standards are implemented and updated.
• Ensure security and safety procedures are updated and implemented.
• Promotes a positive working environment by developing positive team spirit.
• Promote ALL Membership Program