Cluster Reservations Agent

Crimson Hotels Group; London; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Cluster Reservation Agent to join their dynamic team. In this role, you will be the first point of contact for guests, ensuring a seamless reservation experience across multiple prestigious hotels. Your passion for customer service and strong communication skills will be key as you manage inquiries and convert them into bookings. This role offers a unique opportunity to grow within a renowned hotel group, with access to extensive training programs and promotional opportunities. Join a team that values excellence and rewards your contributions with a range of attractive benefits.

Benefits

Discounted room rates

Private Healthcare Plan

Life assurance

Learning and development opportunities

Promotion opportunities

Recognition programme

Free meals on duty

Free dry-cleaning

Qualifications

• Experience in hotel reservations or reception is preferred.
• Strong customer service and communication skills are essential.

Responsibilities

• Serve as the first line of enquiry for room reservations.
• Provide excellent customer service and maintain brand standards.
• Convert enquiries into contracted business efficiently.

Skills

Customer Service

Communication Skills

Administration Skills

Organizational Skills

Computer Proficiency

Job description

Reporting to the Cluster Reservations Manager you will ideally have previous hotel reservations / reception experience within a Hilton branded property. You cluster of hotels will include the 5-star Hilton Curio Hotel in Kensington, DoubleTree by Hilton West End, DoubleTree by Hilton Victoria and the Doubletree by Hilton Woking.

What will I be doing?
As the Cluster Reservation Agent, you will serve as the first line of enquiry for room reservations within the hotels. A Cluster Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Cluster Reservations Agent will perform the following tasks to the highest standards:

• Convert, quickly, enquiries into contracted business
• Respond, positively, to sales enquiries to develop future sales leads
• Identify sales leads, as appropriate
• Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectation
• Provide prompt and efficient service while maintaining the hotels brand standards

What are we looking for?

A Cluster Reservations Agent serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• A passion for delivering great customer service
• A highly professional telephone manner and excellent communication skills
• Outstanding administration and organisational skills
• Intermediate computer proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a Reservations environment
• Previous hotel reception experience, ideally with a Hilton brand

Benefits

• • GoHilton – you and your friends and family can explore the world with discounted room rates through our renowned international travel programme with more than 12 brands under the Hilton Family
• • Private Healthcare Plan – financial assistance towards the cost of healthcare
• • 2 x annual salary life assurance
• • Learning and development opportunities – from our lots of in-house training courses and programmes and over 1,000 training courses available on our ‘Training University’
• • Opportunities for promotion and transfer across departments, Hilton Family group on a national and international level
• • Hero Of The Month recognition programme to recognise and celebrate your achievements
• • Free-of-charge freshly cooked meals to enjoy on duty
• • Free-of-charge dry-cleaning of suiting items

Eligibility:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process. Crimson Hotels is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.