Hotel Reservationist

Dakota Hotels; Manchester; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Staff discounts

Bonus scheme

Additional holiday

Meals on duty

Job summary

Dakota Hotels is seeking a reservations specialist to handle telephone-based bookings for bedrooms and dining. You will train Reception on current packages and coordinate guest stays, tailoring experiences with add-ons.

Collaboration with Guest Relations and the Reception team ensures recognition of repeat guests and loyalty members. The role requires confidence with computer systems and a strong knowledge of our booking platforms.

Qualifications

• A minimum of two years experience in hotel reservations, reception or guest relations.
• Fully computer literate with fast learning of systems; experience with a property management system (PMS) is required, Shijji is preferred.

Responsibilities

• Deliver excellent guest service as a telephone-based reservationist, securing bedroom and table bookings.
• Be knowledgeable about current special packages and deliver training to Reception where required.
• Coordinate guest stays and tailor experiences by offering additional services and packages.
• Work with Guest Relations and Reception to recognise repeat guests and Loyalty App members.
• Develop knowledge of bedroom and restaurant booking systems and use them confidently.
• Provide consistently excellent service in line with our values and service principles.
• Offer additional services beyond bookings to make guest experiences seamless.

Skills

Reservations & Guest Relations

Telephone handling

Customer service

PMS experience

Tools

Shijji PMS

Job description

PRIMARY ROLE RESPONSIBILITIES

• Deliver fantastic guest service as a telephone-based reservationist, securing bedroom and table bookings for guests who contact to enquire.
• Be knowledgeable about our current special packages and deliver training to Reception where required.
• Coordinate guest stays, tailoring their experience based on their needs by offering a range of additional services and packages, noting guest requests and building profile preferences.
• Work closely with Guest Relations and the Reception Team to give recognition to our repeat guests and Loyalty App members. Attend our Weekly Operations Meeting to ensure an effective flow of communication to our operational teams of the guests who have booked.
• To be confident in computer use and develop a comprehensive knowledge of our bedroom and restaurant booking systems.
• Provide a consistently excellent level of guest service in accordance to our service principles and values, ensuring that all guests receive special attention and recognition.
• Offer additional services out with simply the bedroom booking to make the guest experience more seamless i.e. making restaurant reservations, assisting in directions.

APPLICANT REQUIREMENTS

The successful applicant will have/be:

• A minimum of twoyears experienceworking in a hotel environment inReservations, Reception or Guest Relations.
• Be fully computer literate and a fast learner of systems.Previousexperience of using a property management system (PMS) isrequired, and experience of our current PMS,Shijji, is favoured.
• Strong administration skills with the ability to work at pace and prioritise.
• An enthusiastic individual who will promote our culture of positivity.
• Be task oriented with a great pride for the work they do and attention to detail.
• Flexible with shift patterns and available around the needs of our business.
• Successful candidates must demonstrate having researched our brand and a genuine desire to be part of our team.

WHAT WE OFFER

In addition to being part of a culture infused with positivity and opportunity for ongoing development, tangible benefits you could enjoy when you join our team include:

FINANCIAL

• Special discounts on stays and dining at any Dakota
• Bonuses to recommend a friend to join our team and every time you are mentioned on Trip Advisor
• Additional holiday day on the first anniversary of your employment
• Meals on duty and uniforming

WELLBEING

• Access to our Employee Assistance Program which includes free private mental health support and counselling sessions, video GP consultations and private prescription services, as well as access to daily rewards to be cashed out for shopping vouchers
• Support from our inhouse Mental Health Champions
• Family-friendly flexible working options
• Participation in meaningful initiatives such as Macmillan Cancer Support Coffee Morning and the Walk for Wellbeing, Supporting causes that matter while connecting with colleagues

CAREER DEVELOPMENT

• Accredited, certified compliance training given on employment
• Access to a suite of external, certified resources via our Learning Management System
• Supportive continuous professional development culture with an annual appraisal and objectives, or a Personal Development Plan
• Opportunities to undertake both internal and external training courses, including potential for in-house Apprenticeships

Full terms on our benefits can be found in our Handbook.

ABOUT DAKOTA HOTELS

Dakota is a growing UK-based lifestyle brand, known for our stylish hotels, bustling brasserieGrillsand upscale cocktail Bars. Dakota’s story started with two boutique hotels on the outskirts of Edinburgh, in South Queensferry, and Glasgow, in Eurocentral. We have now expanded into prime city centre locations in Glasgow, Leeds, Manchester, andNewcastlewith morein our pipeline.

Dakota is synonymous for delivering attentive and genuine guest service. We attract hard-working individuals who are passionate about working to the highest standards and have been voted within The Caterer’s Top 15 Best Employers in Hospitality for the last five years in a row. We were also featured within the Top 10 employers in the 2024 Sunday Times Best Places to Work in the UK, as well as being awarded the Spotlight Award for Best Places to Work for LGBTQIA+ employees.

As recent winners of The Cateys ‘People Team of the Year’,we have award-winning internal training programmes within Dakota Academy fostering continuous development and ongoing training. As a result, over 75% of our leaders have been promoted internally and, for four consecutive years, a member of our team has won a prestigious Acorn Award awarded by The Caterer to the ‘Top 30 under 30’in the industry,demonstratingour success in developing talent.