Reservation & Guest Experience Agent

The Ned; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hospitality venue in London is seeking a Guest Experience Call Agent to join their team. This role involves providing exceptional customer service, managing reservations for various services, and supporting the development of fellow team members. The position offers competitive pay and comprehensive benefits, including complimentary meals, development programs, and well-being initiatives. Candidates should have prior experience in a similar role and familiarity with relevant systems.

Benefits

Complimentary meals

Exciting learning and development programmes

Wellbeing and health benefits

Birthday off after a year of service

Paid volunteer day

Refer a friend scheme

Regular social events

Qualifications

• Previous experience in a similar industry would be beneficial.
• Good knowledge of Opera PMS is essential.
• Understanding of Open Table and Sales Force systems is required.

Responsibilities

• Provide excellent customer service to guests and members.
• Handle all incoming calls and emails for reservations.
• Support training and development of agents through expertise.

Skills

Customer service

Communication

Problem-solving

Tools

Opera PMS

Open Table

Sales Force

Job description

Situated in the heart of the City, in the former Midland Bank headquarters, The Ned houses Ned’s Club, a private members’ space, gym and rooftop, alongside a public spa, ten restaurants and bars and 250 hotel bedrooms.

Do you want to join one of the best places to work in hospitality?

What’s the role?

Guest Experience Call Agent

Where will you be working?

Going above and beyond for our guests is our Guest Experience team. This group of customer service professionals always go the extra mile to make our guests’ time with us special.

What will you be doing?

• Excellent customer service is in your DNA, and you’ll be providing this to our guests and members
• You’ll be looking after all incoming calls and emails for reservations, encompassing our restaurants, rooms, member services, and spa
• You'll share your guests relations expertise with our agents to support their training and development
• Shifts vary, you will be working 8 consecutive hours between 0700 – 2330, weekends and occasional night shifts

What can The Ned give you?

• Salary of £15.35/hour (including service charge)
• Complimentary meals in our friendly team restaurant, Neddy’s including monthly payday breakfast
• Exciting learning and development programmes to help progress your career
• Exclusive rates at The Ned for staying and eating for you, your family and friends
• Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping, and cinema discounts
• Your birthday off after a year of service and more holiday after five years
• Paid volunteer day
• Refer a friend scheme
• Regular social events, including an annual pool party
• Employee assistance programme – 24/7 advice and support
• Reward and recognition initiatives

What you can bring to the role?

• Previous experience in similar industry would be beneficial
• Good knowledge of Opera PMS
• Understanding of Open Table and Sales Force systems

At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality.

Please let us know of any specific needs you may have during your interview.

All candidates must be eligible to live and work in the UK to be considered for this role.

Apply today and join us as a Guest Experience Call Agent

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