Reservation Agent

IBIS; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A popular hotel chain in Greater London is seeking a dedicated Reservations Clerk to manage guest inquiries and reservations efficiently. The role ensures that all guests receive outstanding service throughout their stay. Responsibilities include handling both individual and group bookings, resolving complaints, and collaborating with other departments. Applicants should possess a guest-focused personality and a commitment to providing positive experiences. This position offers a competitive salary and various employee benefits.

Benefits

Employee benefit card offering discounted rates

Free meals on duty

Complimentary stays in UK and North Ireland

Pension Scheme

Health Insurance

Learning programs through our Academies

Cycle to work Scheme

Qualifications

• Guest focused personality is essential.
• Ability to handle enquiries via email or phone.

Responsibilities

• Deal with all guest enquiries and support other departments.
• Manage individual and group reservations efficiently.
• Handle guest complaints professionally.

Skills

Guest focused personality

Job description

Company Description

Department: Reservation

Reports to: Reservation Manager

Hourly Salary: £14

The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing & group hotel comprising a 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, events or additional catering/meeting space for larger residential bookings/ functions.

Job Description

POSITION OVERVIEW

To deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in helpful and speedy manner. To support all other departments, especially reception ensuring that all guests have an enjoyable stay with us. To be responsible for the day-to-day duties with accepting and entering individual and group reservations. Resolve guest problems and complaints as appropriately and professionally as possible.

Main Responsibilities

Duties

• Responsible for individual
• 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, payment and group setup
• Handle enquiries via email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe.
• 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.
• Promotes a positive working environment by developing positive team spirit.
• Promote ALL Membership Program

Customer Relations

• Provide efficient, friendly and 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.

NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

Qualifications

Your experience and skills include:

Guest focused personality is essential

What Is In For You

• Employee benefit card offering discounted rates at Accor worldwide
• £5 for any name mentioned
• £200 for the Heartist of the month (Employee of the month)
• 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
• Health Insurance
• Eye Test Vouchers
• Cycle to work Scheme
• Staff Uniforms Provided
• Learning programs through our Academies
• Wonderful and fun colleagues
• 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