Reservations Agent

Valor Hospitality Careers - UK; Harrogate; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

Staff discounts

Free meals on duty

Cycle To Work Scheme

Refer-a-friend bonuses

Healthcare options

Job summary

Crowne Plaza Harrogate is seeking a Reservations Agent to join our team. You will focus on converting enquiries into bookings, apply pricing and inventory controls, and contribute to revenue growth while upholding our service standards.

We value a strong customer service mindset, hospitality experience, and clear English communication. The role supports overall hotel operations with a focus on accuracy and efficiency.

Qualifications

• Experience in hospitality or retail environments is preferred.
• Strong customer service orientation and communication skills.
• Good understanding of written and spoken English.
• Ability to speak a foreign language is a plus.

Responsibilities

• Convert enquiries into bookings using effective call handling and product knowledge.
• Adhere to processes to keep business data accurate and robust.
• Implement pricing and selling strategies to achieve targets across market segments.
• Maintain competitor information and visit competitor hotels as needed.
• Deliver superior customer service through established programmes and brand standards.
• Foster teamwork and maintain high employee morale within the hotel.

Skills

Customer service

Hospitality experience

Administration

Written and spoken English

Foreign language (optional)

Job description

Crowne Plaza Harrogate

£27,476.80 per annum/ £13.21 per hour, 40 hours per week over 5 days

Are 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

• Utilize 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.

In addition to competitive rates of pay, we also offer

Exclusive discounts for you, your friends and family

• Valor team member rates at our UK hotels, with rooms from just £30 Bed & Breakfast.
• Discounted stays for friends and family.
• 50% discount when dining in our restaurants and bars.
• Free meals while on duty, keeping you well-fuelled.
• Access to high-street discounts on a range of shops, experiences and more.
• Up to 40% savings on a wide range of bikes, with our Cycle To Work Scheme.
• Generous refer-a-friend bonuses, starting at £250.

Caring for your health and wellbeing, both in and outside of work

• A calendar of wellness activities - from healthy lunches to wellbeing walks and pay day treats, not forgetting our annual #HealthyHabits campaign.
• Access to our Employee Assistance Programme, providing free confidential advice, 24/7, for you and your family, supporting physical, mental and financial wellbeing.
• Healthcare Cash Plan options, from just £5 per month.

Supporting your hospitality career growth

• Fully funded apprenticeship programmes.
• Internal development programmes, designed to support you as you grow within your role.
• Monthly and annual team member service awards, making sure your achievements are recognised and celebrated.

Fancy joining our team?

We are an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.