Reservation Agent

EN - Reservation Agent – Accor – The Mercure London Earls Court hotel (London, England)

The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property contains 508 rooms across the Ibis and Mercure brands, including 226 Ibis rooms and 282 Mercure rooms. It features the London Suite, a main ballroom for events that can accommodate up to 1200 guests, and various F&B outlets, including Barnaby’s Kitchen and Barnaby’s Lounge Bar.

Department: Reservation Reports to: Reservation Manager Hourly Salary: £14

• Responsible for individual reservations.
• Knowledge of the full process of group booking and assist the team in case of need, including 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 reservations are accurately reported and charged.
• Process and input reservations following hotel reservations policy including FIT and T .
• Arrival checks and trace.
• Manage payments, cancellations, rooming lists, terms, and conditions.
• Maintain a precise filing system for all group reservations and correspondence.
• Perform all reservations duties, including making and entering reservations as required including TBRs.
• Handle guest complaints and enquiries in an efficient and professional manner.
• Ensure 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.
• Promote a positive working environment by developing positive team spirit.
• Promote All Membership Program.
• Provide efficient, friendly and professional service to all guests.
• Take a positive problem‑solving approach to guest problems and concerns.
• Actively sell and promote hotel facilities and services.

Guest focused personality is essential.

• Employee benefit card offering discounted rates at Accor worldwide.
• £5 for any name mentioned.
• £200 for the Heartist of the month (Employee of the month).
• Free and delicious meal breaks on duty.
• Complimentary stays in UK and North Ireland.
• Friends & Family discounts.
• 50% food discounts in our restaurants.
• Pension Scheme.
• Health Insurance.
• Eye Test Vouchers.
• Cycle to work Scheme.
• Staff Uniforms Provided.
• Learning programs through our Academies.
• Wonderful and fun colleagues.
• Opportunity to develop your talent and grow within your property and across the world.
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.

Seniority level:
Entry level.

Employment type:

Full-time. Job function:
Other. Industries:
Hospitality.

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.