Reservations Agent

Valor Hospitality Careers - UK; Glasgow; On-site; GBP 18,000 - 24,000; Full time

Job summary

Crowne Plaza Glasgow is seeking a Reservations Agent to join our dedicated team. You will implement strategies to maximise revenue through effective pricing, inventory controls, and converting enquiries into bookings, while upholding our service standards.

The role requires strong English, hospitality or retail experience, and a proactive, team-oriented attitude. You will work with the Revenue and hotel teams to grow business and ensure exceptional customer service.

Qualifications

• Administration, switchboard, and computer experience.
• Hospitality or retail background.
• Customer service experience.
• Strong written and spoken English language skills.
• Ability to speak a foreign language is a plus.

Responsibilities

• Utilise call handling techniques to convert enquiries into bookings.
• Adhere to processes to keep business data robust and accurate.
• Implement pricing and selling strategies to meet budgets and targets.
• Keep competitor information up to date and visit competitor hotels as needed.
• Deliver superior customer service through the service programmes and tools.
• Promote teamwork to enhance morale and hotel pride.
• Assess new business using demand calendars and market data.
• Maintain relationships with Revenue and other hotel departments.
• Support the General Manager with growth initiatives.

Skills

Administration, switchboard, and PC

Hospitality or retail experience

Customer service experience

English language proficiency

Foreign language ability

Job description

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

Crowne Plaza GlasgowAre you a dynamic and customer-focused professional with a passion for driving revenue and business growth? We are seeking a Reservations Agent to 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.