Reservations Agent

Philema Hospitality Management Enterprise; Newquay; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Tronc / Service charge (Food & &y;

Complimentary off peak gym & spa

Tokens & recognition scheme

20% discount on spa treatments

25% discount on food & beverage

50% discount on bed & breakfast

GAIA skincare discounts

Friends & Family rates

Referral rewards

360 Wellbeing access

Wagestream access

Length of service rewards

Cycle to work scheme

Annual Christmas Event

Job summary

Philema Hospitality in Newquay is seeking a Reservations-focused team member to welcome guests and manage bookings across our hotels and restaurants. You will handle inquiries, guide guests through the booking process, and drive sales while ensuring accurate billing and payments.

You are a team player with a calm attitude, strong IT skills, and a commitment to high presentation standards. Excellent communication and guest service are essential as you collaborate with other departments to deliver

Qualifications

• Warm and welcoming phone manner.
• Calm, can-do attitude.
• Attention to detail is essential.
• IT skills are required.
• Excellent guest service skills and teamwork.

Responsibilities

• To ensure all guests receive a warm welcome and are treated with hospitality and care during their stay, starting with Reservations and throughout the booking process.
• To follow hotel policies outlined in training manual – Reservations, Sales, Guest Journey.
• To achieve sales in line with company objectives.
• To maintain accurate billing systems and obtain payments from guests in accordance with policy.

Skills

Warm & welcoming phone manner

Calm can-do attitude

Attention to detail

IT skills

Team player with autonomous work

High presentation standards

Guest service skills

Clear communication

Job description

About: Philema Hospitality

We are a family-owned forward-thinking company who put our team and guests at the heart of everything that we do. We focus on development, well-being and team engagement with bespoke programmes to support each of these values. We create an environment which engages with our employees and ensures they feel appreciated, “when you enjoy what you do, work becomes play” Shortlisted for Best Retention Initiative & Career Development Initiative at Springboard Excellence Awards 2023.

Employee Benefits

• Tronc / Service charge (Food & Beverage Departments only)
• Complimentary off peak gym & spa membership at Fistral Spa / Gaia Spa
• Tokens & recognition scheme
• 20% discount on Fistral Spa & Gaia Spa treatments
• 25% discount on food & beverage throughout the hotels and restaurants
• 50% discount on bed & breakfast stays throughout the hotels
• 30% discount on GAIA skincare products, 1 complimentary refill and 50% on refills thereafter
• Friends & Family rates across the group
• Recommend & Get Rewarded: £25 in "Love to Shop" vouchers if you recommend a friend to work for us, receive £100 in "Love to Shop" vouchers when they pass probation.
• Access to 360 Wellbeing - https://www.360-wellbeing.co.uk/
• Access to Wagestream - https://wagestream.com/en/
• Length of Service rewards: 1 Year, Afternoon Tea for 2, 3 Years - Dinner for 2 , 5 - 15 Years - 1 additional holiday day per year.
• Cycle 2 work Scheme
• Annual Christmas Event

Key Attributes:

• Warm & welcoming phone Manner
• Has a calm, can do attitude
• Attention to Detail
• IT Skills
• Is an excellent team player with the ability to work autonomously
• High Presentation Standards
• Excellent guest service skills
• Clear Communication

Role & Responsibilities:

• To ensure all our
  guests receive a warm welcome and are treated to the up most hospitality and
  care during their stay with us – we aim to provide an unforgettable experience,
  and this starts with Reservations – not just on arrival but through the whole
  booking process.
• To follow all hotel
  policies as outlined in your training manual – Reservations, Sales, Guest Journey.
• To achieve sales in
  line with company objectives
• To maintain exemplary
  billing systems and obtain all payments from guests in accordance with
  company Policy, and the accurate accounting and processing of all sales
• To maintain high
  standards of hospitality, processing bookings, up selling, salesmanship,
  financial and reporting diligence.
• To ensure all
  complaints are minimized and handled professionally as in accordance with hotel policy
• To ensure a good
  working relationship with all other departments and communicate information
  throughout the hotel
• All other duties as required