Reservations Agent

Millennium Hotels UK/EU - Careers; Greater London; Sur place; GBP 25 000 - 29 000; Plein temps

Avantages offerts par ce poste

Social Events

Wellbeing and Team Activities

Pension Salary Sacrifice Scheme

Career development and salary reviews

Interest-free Season Ticket LoanScheme

Volunteer Days per year

Complimentary meals prepared by our CH

Length of Service related holiday

My Millennium discount perks

Discount on Accommodation worldwide

Life Assurance

Recommend a Friend Scheme

Résumé du poste

The Bailey's Hotel London is seeking a Reservations Agent to handle all room reservation enquiries to the required standards, maintain accurate records, and maximise revenue potential for the hotel.

Responsibilities include using the OPERA cloud reservations system, handling inquiries by phone or fax, and processing reservations with precision. The role emphasizes upselling and providing excellent customer service to build loyalty and future bookings.

Qualifications

• Handle all incoming reservation enquiries by telephone or fax in a timely manner and convert them to bookings
• Be fully knowledgeable in the OPERA cloud reservations system
• Adhere to Minimum Rate/Minimum Stay Selling strategies to maximise revenue
• Input reservations into the OPERA system with accurate and complete details
• Maintain up-to-date knowledge of hotel products and services
• Provide polite and friendly responses to all incoming telephone inquiries
• Process fax/letter inquiries and reservation confirmations on the same day
• Maintain accurate filing systems for all correspondence within the department
• Perform general office duties such as photocopying, faxing and filing
• Be aware of and adhere to the hotel's credit policy and procedures
• Be aware of the hotel's facilities and pass information to customers
• Maximise revenue by upselling and cross-selling hotel products and services
• Conduct and complete daily tasks (Traces and No-show, Arrival Check, Reservations made yesterday, emails)
• Build rapport with customers/regular bookers to encourage loyalty and future business

Responsabilités

• Answer all incoming Reservations enquiries by telephone or fax promptly and convert to bookings where possible
• Maintain OPERA reservations system with accurate, complete records
• Upsell hotel products and services to maximise revenue
• Provide friendly, informed responses to inquiries and process confirmations
• Keep filing and records up to date and adhere to credit policies within the department

Connaissances

Excellent telephone manner

Customer service

Upselling

Outils

OPERA cloud reservations system

Description du poste

The Bailey's Hotel London is looking for a Reservations Agent to handle all room reservation enquiries to the required standards, maintain accurate and complete records of all reservations, and to take every opportunity to maximize revenue potential for the hotel.

Key Information

• Salary: Competitive
• Working hours: 40 hrs weekly
• Address: The Baileys Hotel London, SW7 4QH
  
  

Key responsibility:

• To answer all incoming Reservation enquiries, by telephone or fax, in a timely manner, to the agreed departmental standard, and wherever possible to convert them to bookings
• To be fully knowledgeable in the operation, functionality and standards required in using the OPERA cloud reservations system.
• To adhere to the Minimum Rate/Minimum Stay Selling strategies, whilst always attempting to gain the highest possible revenue advantage for the hotel.
• To input Reservations into the OPERA reservations systems, ensuring all details are accurate and complete in line with the agreed departmental standard
• Ensure a complete and up-to-date knowledge of hotel products and services is maintained
• To give a polite and friendly response to all incoming telephone inquiries
• To process all fax/letter inquiries and reservation confirmations on the same day as receipt
• To maintain accurate filing systems for all correspondence within the department, and ensure all filing is completed daily
• To perform general office duties such as photocopying, faxing and filing
• To be fully aware of and adhere to the Hotel's credit policy and procedures.
• To be fully aware of the Hotel's facilities and to pass this information on to customers whenever possible.
• To maximise hotel revenue by taking every opportunity to up-sell and cross-sell products and hotel services whenever possible.
• Conduct and complete the daily tasks (Traces and No-show, Arrival Check, Reservations made yesterday, e-mails. Etc.)
• To build up a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities
• To answer all incoming Reservation enquiries, by telephone or fax, in a timely manner, to the agreed departmental standard, and wherever possible to convert them to bookings
• To be fully knowledgeable in the operation, functionality and standards required in using the OPERA cloud reservations system.
• To adhere to the Minimum Rate/Minimum Stay Selling strategies, whilst always attempting to gain the highest possible revenue advantage for the hotel.
• To input Reservations into the OPERA reservations systems, ensuring all details are accurate and complete in line with the agreed departmental standard
• Ensure a complete and up-to-date knowledge of hotel products and services is maintained
• To give a polite and friendly response to all incoming telephone inquiries
• To process all fax/letter inquiries and reservation confirmations on the same day as receipt
• To maintain accurate filing systems for all correspondence within the department, and ensure all filing is completed daily
• To perform general office duties such as photocopying, faxing and filing
• To be fully aware of and adhere to the Hotel's credit policy and procedures.
• To be fully aware of the Hotel's facilities and to pass this information on to customers whenever possible.
• To maximise hotel revenue by taking every opportunity to up-sell and cross-sell products and hotel services whenever possible.
• Conduct and complete the daily tasks (Traces and No-show, Arrival Check, Reservations made yesterday, e-mails. Etc.)
• To build up a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities
  
  

In return we offer:

• Social Events, Wellbeing and Team Activities
• Training and development
• Pension Salary Sacrifice Scheme
• Career development and salary reviews
• Interest-free Season Ticket Loan Scheme
• 1 Volunteer Days per year (fully paid and in addition to your annual leave)
• Complimentary meals prepared for you by our chefs
• Length of Service related holiday scheme
• My Millennium discount perks
• Discount on Accommodation worldwide and 50% Food and Beverage Outlets
• Life Assurance
• Recommend a Friend Scheme
  
  

"At Millennium Hotels & Resorts, we believe our strength lies in our differences. We foster a culture of inclusion where everyone feels welcome, valued, and empowered to reach their full potential. We are proud to be an equal opportunity employer".

About The Group

Millennium Hotels and Resorts owns and operates a portfolio of over 120+ hotels worldwide. Properties under the group are placed into collections: Leng's Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore. Each collection has its own distinct personality, character and clearly defined hotel brands within it; tailored to suit different types of guests.

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