Cluster Reservations Agent

PURPOSE:

To carry out all reservation duties, working as part of the Cluster Reservations Team for our three London properties.

KEY RESPONSIBILITIES:

-To ensure complete guest satisfaction through the prompt handling of guest queries in a friendly and efficient manner.
-To liaise with the front office team in finding opportunities to "surprise and delight" our guests whenever possible.
-To anticipate guests needs and ensure that service is provided to the level they require and beyond their expectations.
-To work and lead through the Company's Proud Values:
-We meet every guest with a smile, a greeting and an enquiry
-We love saying YES to our guests
-We are Proud of our work, and respect everyone we work with
-To have a thorough knowledge and understanding of all standards of performance and delivery within the Cluster Reservations department.
-To ensure all reservations are accepted, recorded and confirmed in accordance with Company policy and in an efficient and courteous manner.
-To ensure accurate and complete entries in the reservations system in accordance with established procedures.
-To deal with any customer complaints in a professional and efficient manner, ensuring guest satisfaction at all times.
-To answer the hotel telephone as per Company standards of service.
-To develop a strong working relationship with colleagues in your department and related departments.

THE IDEAL CANDIDATE FOR THIS POSITION:

-Must have previous experience in a similar role in a 4/5 star hotel
-Must be flexible, enjoy a challenge, and is able to work outside the comfort zone while maintaining the ability to be objective and positive
-Be courteous and focused on providing a consistently high standard of service
-Must be a team player with the ability to multi task
-Must be standards driven and detail orientated, with the desire to progress within the luxury market
-Maintain a professional image at all times through appearance
-Must possess excellent communication and interpersonal skills
-Must have a working knowledge of Opera or similar front office package

BENEFITS PACKAGE:

-Competitive salary
-Meals on Duty
-Pension Scheme
-Employee Discounts
-Educational Support
-Employee Recognition Awards