Reservations Agent

Shift pattern / working hours:
Monday to Sunday between 9am and 7:30pm

Job Number

Job Category Reservations

Location 10 Berners Street, London Engla W1T 3NP
, United Kingdom VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Pay Range: £13.07 hourly salary + service charge

Responsible to process all reservation requests, changes, and cancellations received by phone or mail and identify guest reservation needs and determine appropriate room type. Work together with team members to verify availability of room type and rate. Will have the ability to explain guarantee, special rate, and cancellation policies to callers. Reservation Agents will accommodate and document special requests, answer questions about property facilities/services and room accommodations and follow sales techniques to maximize revenue.

Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Attend required trainings by the Company

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Speak to guests and co-workers using clear, appropriate and professional language
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.

• Support all co-workers and treat them with dignity and respect.
• Work with other departments to anticipate/satisfy guest needs
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Comply with quality assurance expectations and standards.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

• Verify all reservation information with callers to ensure accuracy.
• Accommodate and document special requests in an accurate and efficient manner.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to guests.
• Use sales techniques when assisting guests in making reservations,…