Reservation Agent

AccorHotel; Greater London; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Staff meals on duty

Complimentary stays in Accor hotels

Friends & Family discounts

50% food discounts

Pension scheme

Eye test vouchers

Uniforms provided

Job summary

Mercure London Earls Court is hiring a Reservations/Guest Relations professional to manage individual reservations and group blocks. You will handle inquiries by email and phone, process reservations, and ensure accurate payments and pre-arrival logistics.

The role requires strong communication and a proactive service attitude, with opportunities to grow within the Accor portfolio. You will work on-site at the Earls Court property, assisting with VIP procedures, ALL Membership engagement, and

Qualifications

• Experience in hotel reservations and group bookings preferred.
• Strong communication and problem-solving skills.
• Ability to manage guest inquiries via email and phone.

Responsibilities

• Handle individual reservations and manage group blocks (inventory, payment, setup).
• Respond to enquiries via email/phone with timely replies.
• Process reservations per hotel policy and input TBRs.
• Manage arrivals, payments, cancellations, and rooming lists.

Skills

Group bookings

Guest relations

Enquiries handling

Reservations input

VIP handling

Job description

The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing & group hotelcomprisinga total of 508 keys, across two distinct brands within Accor, Ibis & Mercure. As the property is a combo there are 226 Ibis rooms & 282 Mercure rooms. The London Suite is the main ballroom for all types of events. The London Suite is extremely versatile and plays a pivotal role in the property’s overall performance. The London Suite is divisible into nine separate meeting rooms, which when combined can be one of the largest pillar free spaces in London for events up to 1200 guests.The F&B outlets in the property have been created by PARIS SOCIETY. The F & B space named Barnaby’s, is perfect for social events and either the Barnaby’s Kitchen or Barnaby’s Lounge Bar can be semi or completely privatised for groups,eventsoradditionalcatering / meeting space for larger residential bookings/ functions.

• Responsible for individual reservations
• Knowledge of the full process of group booking and assist the team in case of need. This also includes the management of group blocks relating to inventory,paymentand group setup
• Handle enquiries via email or phone during the shift, communicateimmediately, and provide a reply or confirmation within a reasonabletimeframe.
• 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 now shows are accurately reported and charged.
• Process and input reservations following hotel reservations policy including FIT and TBR
• Arrival checks and traces
• Manage payments, cancellations, rooming lists, terms, and conditions
• Maintains a precise filing system for all Group reservations and correspondence.
• Performs all reservations duties including making and entering reservations as required including TBRs
• Handle guest complaints and enquiries in an efficient and professional manner
• Ensures 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.
• Promotesapositive working environment by developing positive team spirit.
• Promote ALL Membership Program

Customer Relations

• Provide efficient,friendlyand professional service to all guests, making all guests experience positive.
• Take a positive problem-solving approach to guest problems and concerns; call the Manager on Duty if difficulties arise.
• Actively sell and promote hotel facilities and services.

• Employee benefit card offering discounted rates at Accor worldwide
• 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
• Eye Test Vouchers
• Staff Uniforms Provided
• Learning programs through our Academies
• 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