Reservations Agent

We have an exciting opportunity to join our small, friendly team, as one of our full-time reservation’s agents, based in Gloucester city centre. We are looking for a confident team player with a passion for outstanding customer service, and who is keen to learn and expand their knowledge within the hospitality industry. Willing to go that extra mile to deliver an exceptional customer experience. Candidates must be flexible when operating with our various systems and have an eye for detail. We offer full training. Hotel experience is preferred but not essential for the right candidate. Continual support and training are offered throughout employment from our friendly team. The role is for 40 hours per week, 5 days a week. The schedule is to include weekends. Flexibility is required to cover annual leave and sickness.

Responsibilities

1. Handling all incoming calls in accordance with company SOPs.
2. Responding to incoming emails in a timely and professional manner.
3. Processing all reservation enquiries accurately in the client’s system, including:
1. Bedroom reservation
2. Restaurant reservation
4. Process all cancellations in accordance with hotel specific policy and company SOPs.
5. To handle all reservation requests that come through via all channels.
6. To manage group reservations in accordance with company SOPs.
7. To process overbookings/hotel closures when required.
8. Ensuring all paperwork is completed in line with company processes.
9. Assist onsite teams where possible, referring them to the Support Co-Ordinator where needed.
10. Any other reasonable request from superiors.