Reservations Agent

Valor Hospitality; Glasgow; On-site; GBP 21,000 - 25,000; Full time

Job summary

Crowne Plaza Glasgow, operated by Valor Hospitality, is seeking a Reservations Agent to join our team in Glasgow. You will drive revenue by converting enquiries to bookings, applying pricing strategies, and using market data to optimize occupancy and revenue.

The role requires excellent English, hospitality or retail background, and a proactive, customer-focused mindset. Equal opportunity employer; training and career growth available.

Qualifications

• Administration, switchboard, and computer experience.
• Previous hospitality or retail experience.
• Previous Customer Service experience.
• Good understanding of written and spoken English language.
• Ability to speak a foreign language is a plus.

Responsibilities

• Convert enquiries into bookings using effective call handling and product knowledge.
• Follow company processes to ensure data is robust and accurate.
• Implement pricing and selling strategies for all market segments to meet budgets and targets.
• Keep competitor information up-to-date and visit competitor hotels when needed.
• Deliver superior customer service through the Customer Service Programme, Venue Verdict, and BDRC where applicable.
• Promote a team environment that boosts morale and pride in the hotel.
• Consider total revenue and lifetime value when assessing new business enquiries with demand calendars and market data.
• Maintain good working relationships with colleagues in Revenue and other departments.
• Undertake reasonable projects from the General Manager to grow and improve the business.

Skills

Admin & switchboard

Hospitality/retail experience

Customer service experience

English proficiency

Foreign language helpful

Job description

Crowne Plaza Glasgow

Are you a dynamic and customer-focused professional with a passion for driving revenue and business growth?

We areseeking a Reservations Agentto join our dedicated team. In this role, you will implement strategies to maximize business growth through effective pricing, inventory controls, and the conversion of enquiries. You will be an ambassador of our purpose, values, and behaviors, ensuring superior customer service and operational excellence.

Key Responsibilities:

• Utilise effective call handling techniques, thorough product knowledge, and superior customer service to convert enquiries into bookings.

• Adhere to company processes and procedures to ensure business data is robust and accurate at all times.

• Implement pricing and selling strategies for all market segments to achieve financial budgets and targets, driving performance against competitors.

• Keep competitor information up-to-date and conduct visits to competitor hotels as needed.

• Ensure consistent delivery of superior customer service through the Customer Service Programme, Venue Verdict, and BDRC, where applicable.

• Promote a team environment that enhances employee morale and fosters a high level of commitment and pride in the hotel.

• Consider total revenue and "lifetime value" when assessing new business enquiries, utilizing demand calendars, displacement tools, and market data.

• Maintain good working relationships with colleagues in the Revenue department and other hotel departments.

• Undertake any reasonable project or request from the General Manager to grow and improve the business.

Qualifications:

• Administration, switchboard, and computer experience

• Previous hospitality or retail experience

• Previous Customer Service experience

• Good understanding of written and spoken English language

• Ability to speak a foreign language is a plus

Desired Attributes: Outgoing personality, highly motivated, enthusiastic, and a good team player with a creative flair. Strong sales, customer care, and negotiation skills. Strong verbal and written communication skills. Ability to remain focused and prioritize tasks under pressure.

What's in it for you?

Look at some of the Rewards and Benefits avaliable at Valor

Fancy Joining Our Team?

We're an equal opportunities employer, and we welcome applications from all suitably qualified candidates, regardless of race, sex, disability, religion or belief, sexual orientation or age. At Valor Hospitality, we actively welcome applications from candidates of all diverse backgrounds.

Every application is carefully reviewed against the relevant skills and experience for the role, and we'll be in touch if you're a good match and have been selected for interview.

If you need any support at any stage of the recruitment process, or reasonable adjustments to help you do your best, please email our team at [e-mail].

Please note that employment is subject to proof of eligibility to work in the UK.