Reservations Agent

Philema Hospitality Management; Newquay; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Tronc / Service charge (Food & BE)

Complimentary gym & spa membership

Discounts on spa treatments

Discounts on food & beverage

Discounts on bed & breakfast stays

Cycle to work

Christmas event

Job summary

Philema Hospitality in Newquay, United Kingdom, is seeking a Reservations-focused team member to ensure a warm welcome and seamless guest journey. You will manage bookings, process payments, and contribute to upselling and revenue goals across the hotel's dining and accommodation offerings.

Ideal candidates will have excellent guest service skills, a calm attitude, strong communication, and the ability to work collaboratively with all departments.

Qualifications

• Warm and welcoming phone manner.
• Calm, can-do attitude.
• Strong attention to detail in guest interactions and bookings.
• Basic IT skills and familiarity with hotel systems.
• Excellent team player who can also work autonomously.
• High presentation standards expected in all guest touchpoints.
• Excellent guest service skills and ability to resolve issues gracefully.
• Clear, effective communication with guests and colleagues.

Responsibilities

• Ensure guests receive a warm welcome and are cared for during their stay, starting with Reservations and continuing throughout the booking process.
• Follow hotel policies as outlined in training manuals – Reservations, Sales, Guest Journey.
• Achieve sales in line with company objectives.
• Maintain accurate billing systems and process all payments per policy.
• Maintain high standards of hospitality, process bookings, upsell, and ensure diligent financial reporting.
• Minimize and handle complaints professionally according to hotel policy.
• Foster good working relationships with other departments and communicate across the hotel.
• Perform all other duties as required.

Skills

Warm phone manner

Calm attitude

Attention to detail

IT skills

Team player autonomous

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