JOB OVERVIEW

To co-ordinate all reservation services for the resort, resulting in a one stop booking service.
Ensuring high-quality communication, administration and organisation of all reservations via multiple reservation sources for hotel bedrooms, extending to the sale of the Fitzwilliam apartment where applicable.
Maximise on reservation revenue with efficient checks (including rate parity and commission checks) and upsells on both the ‘reservation made day prior’ tasks and pre-arrival calls 7,3,5-day policy.
Provide administrative support to the Weddings, Events and Conference Team as required with a focus on group bedroom management, show rounds, creating place cards and any other tasks requested by the Sales & Revenue Manager.
The following are representative examples of the types of duties and responsibilities associated with this position. These examples are intended to provide a general overview and are not meant to be an exhaustive list of all tasks that may be assigned.

EXPERIENCE

• Experience working in a reservationist role or in a receptionist role within a hotel environment
• Proven client relationship skills
• Excellent time management and attention to detail
• Used to delivering to high standards and working to targets
• Experience in Guest line front office management system beneficial but not a requirement
• Bilingual or multilingual abilities are highly advantageous for effective communication with diverse guests.
• Strong background in guest services with a focus on creating positive experiences.
  Job Types: Full-time, Permanent
  Pay: £26,000.00-£26,950.00 per year

Benefits:

• Canteen
• Company pension
• Employee discount
• Free parking
• On-site parking

Work Location: In perso

• Provide an exceptional guest service experience dealing with all reservations, guest requests and queries in a professional and efficient manner to all guests including internal guests and external agents.
• Manage efficient day-to-day operations of reservations in conjunction with the reservation’s and reception teams, taking ownership for the daily task checklists and providing a hand over at the end of shift meeting.
• Maximise customer satisfaction and hotel revenue by promoting and upselling the hotel’s other services and facilities to guests with the target of securing advance bookings.
• Support the operational team by ensuring that related food & beverage information is clearly communicated to guests and that advance bookings are secured where possible.
• To be fully conversant with the operating system and how to return all live rates and promotion detail in order to help customers appropriate rate selection.
• Check all booking details and rates to ensure that all reservations and reports are correct, clear and concise.
• Ensure guarantee of payment and ensure that pre-payments are actioned prior to guest arrival, managing any guarantee or payment rejections in the prescribed way in a timely manner
• Action daily activities including guest profile input and updates, room allocations, reservation notes, children ages, dogs names and details, highlighting VIP’s to ensure accuracy and efficiency of information disseminated throughout the hotel regarding arrival/inhouse guests.
• Achieve a high level of guest information return, advance upsell booking, guest service provisions and guest satisfaction by building rapport with guests through friendly interaction and open questioning.
• Ensure that potential concerns or lack of relevant information is clearly noted and highlighted to the relevant managers in advance of guest arrival.
• Control rooms inventory including allocation and reservations to areas of maximum yield where requested by the Sales & Revenue Manager.
• Liaise with Maxximise to ensure a high level of communication with changes in hotel product, rates, promotions and services.
• Be aware of the hotel’s competitor set, monitor competitors’ performance as required and highlight any known changes in competitor performance or potential ‘threats’ as part of the SWOT.
• Take ownership of highlighting potential ‘hot spot’ dates to the Sales & Revenue Manager to allow 3rd party closeouts and rate strategy flex in response.
• Support with invoice checks as requested.
• Capability on related systems to support the guest services available onsite such as Blossoms restaurant.
• Represent the best interests of the hotel performance and reputation in dealing with all agent queries and reservations as well as guests requests.
• Highlight potential guest complaints quickly and efficiently to senior management. Assist the events team with ad hoc show rounds and attendance at wedding open days and fayres as requested.
• Assist the events team with the creation of place cards and other collateral as requested.
• Assist the event teams with event rooming lists and resident guest liaison as requested.
• Support the events team with additional administrative tasks and guest interaction as requested by the Sales & Revenue Manager.
• Follow all SOP’s and brand standards without deviation, raising any recommendations on service improvement to the Sales & Revenue Manager as required.