EN - Reservation Agent

NOVOTEL; Greater London; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Training and development

Accor discount card

Complimentary stays in Accor hotels (t

Uniforms and dry cleaning

Recommend a friend scheme

Employee advisory service

Job summary

NOVOTEL in the United Kingdom is seeking a Reservations Agent to start an exceptional guest experience. You will welcome guests and reflect the outstanding service expected when they arrive.

The role focuses on maximizing occupancy and room revenue, collaborating with the Reservation Supervisor, building guest relationships, handling changes and no-shows, and supporting the team to deliver memorable stays.

Qualifications

• Guest-focused personality essential.
• Excellent verbal and written communication skills.
• Ability to manage multiple reservations, prioritise tasks and meet deadlines.
• Ability to handle booking changes, cancellations, complaints, and unexpected situations efficiently.
• Understanding room rates, payment details and basic calculations.

Responsibilities

• Maximise occupancy rate and average rate per room.
• Collaborate with Reservation Supervisor to pursue profitability for the department and hotel.
• Establish excellent relations with customers and foster loyalty.
• Maximise department turnover based on occupancy and average price.
• Check invoicing of no-shows and cancellations.
• Reply to guest reviews and extranet messages.
• Assist team with creating and delivering sparkles to guests' rooms.
• Back office tasks.

Skills

Guest-focused

Verbal & written communication

Multi-reservation management

Customer service

Problem solving

Job description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

Reservations Agent
You are the beginning of an exceptional guest experience. As a Reservations Agent, you will make our guests feel welcome and reflect the exceptional experience the come when they arrive!

Some of the duties will include:

- being responsible for the organisation and quality of the room sales service by maximising the occupancy rate and the average rate per room

- collaborating closely with the Reservation Supervisor to pursue the highest profitability for the department and the hotel

- establishing excellent relations with all customers, playing an active role in ensuring customers’ loyalty

- maximising turnover of the department based on the occupancy rate and the average price of the rooms

- checking invoicing of "no-shows" and cancellations

- replying to guest's reviews and extranet messages

- helping team with creating and delivering sparkles to guests' rooms

- back office tasks

Qualifications

Your experience and skills include:
- Guest focused personality is essential

- Excellent verbal and written communication skills

-Ability to manage multiple reservations, prioritise tasks, and meet deadlines.

-Ability to handle booking changes, cancellations, complaints, and unexpected situations efficiently

-Understanding room rates, payment details, discounts, and basic calculations

-Ability to adapt to changing guest needs, occupancy levels, and business priorities.

Additional Information

Great talent deserves great rewards so would love to offer you:

* Training and development

* Discount card to be used in Accor hotels worldwide

* Complimentary stays in UK hotels (Bonus Breaks - subject to T&C)

* Uniforms and dry cleaning

* Recommend a friend scheme

* Employee Advisory Service

And the list goes on....

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