Reservation Manager

Focus Hotels Management Limited; West of England; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Training & development

28 days holiday

Pension entitlement

Staff room discounts

Competitive salary

Job summary

Mercure Holland House Hotel Bristol is seeking an enthusiastic Reservations Assistant to join our team. The role involves handling telephone and email enquiries, booking guest reservations and upselling, while maintaining a high standard of service with attention to detail.

You will record guest requirements, communicate booking terms, and work closely with the Reception Team to ensure guest satisfaction. A proactive, flexible approach and strong computer skills are essential for success.

Qualifications

• Experience in hotel reservations.
• Excellent customer service and communication skills.
• Proactive in selling and upselling to maximise revenue.
• Flexible to hours and able to work weekends/peak periods.

Responsibilities

• Handle telephone and email enquiries promptly and professionally, upsell where appropriate.
• Record guest requirements and bookings accurately.
• Explain booking terms, cancellations, and pre-payment policies.
• Maximise revenue through upselling and referring business.
• Process bookings in accordance with company procedures and cash handling rules.
• Maintain high service and safety standards and prepare promotional offers as required.
• Coordinate with reception and other departments to ensure guest needs are met.

Skills

Sales

Customer service

Upselling

Negotiation

Organisation

Flexibility

Proactive attitude

Booking system

Tools

Booking system

Job description

Who are we? Mercure Holland House Hotel, with its 275 en-suite bedrooms, boasts a unique aesthetic that reflects Bristol's rich industrial and maritime heritage. Its prime harborside location offers stunning views and easy access to the city's many attractions.

Role Responsibilities

The ideal candidate will have experience within hotel reservations and a passion for delivering exceptional customer service. They will demonstrate a friendly and positive attitude, proactively anticipate and meet customer expectations, and maintain a high level of attention to detail in all aspects of their work.

• Responding to all telephone enquiries and emails in a timely, friendly confident & professional manner, displaying a clear & comprehensive knowledge of the hotel, its facilities and details of other hotels in the Group, taking every opportunity to upsell & refer business at all times.
• Recording full and accurate details of guest requirements and bookings as per Company and hotel procedures.
• Making clients aware of the full terms and conditions of the bookings, including the cancellation policy and the need to confirm bookings prior to arrival.
• Maximise revenue taking every opportunity to upsell.
• Booking third party services in accordance with Company and hotel procedures.
• Having knowledge of, and operating, the hotel’s cash handling and security procedures.
• Handling challenging customer queries politely and swiftly, in conjunction with your Line Manager as necessary.
• Maintaining operational standards to the highest possible level in respect of service, hygiene, health & safety and ensuring minimal wastage
• Preparing promotional material for offers and packages, as instructed
• Liaising with the Reception Team, communicating guests requirements and details of forthcoming special bookings
• Accountability for billing of reservations and ensuring pre-payment where required
• Complete daily, weekly & monthly checks

Key Requirements

• Highly motivated, with a ‘can do’ attitude.
• Confidence & ability to undertake proactive sales activity to include telesales & some face to face sales.
• Strong desire to seek, find & convert new bookings.
• Uses a structured approach to ensure both proactive & reactive sides of the Reservations role are delivered. Driven & confident enough to achieve stretching results through planning, review & revision of processes.
• Naturally inquisitive & capable of handling objections and negotiating with confidence.
• Passionate & enthusiastic.
• Fully competent in the use of a computerised booking system.
• Organised and works well under pressure.
• Flexible approach to hours of work to ensure that the needs of the business are met
• Demonstrate flexibility to embrace new trends and changes
• Operating knowledge of other departments
• Strong Commercial awareness

Benefits

• Excellent on-going support, training and development
• 28 days holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family.
• Competitive salary