Reservations Assistant

Future Inn Cardiff

Cardiff

On-site

GBP 18,000 - 24,000

Full time

3 days ago

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Benefits offered by this job

Generously discounted stays in hotels

Comprehensive training programme

Food on shift

50% discount on food for you and up to

£150 for referring a friend to work

Job summary

Future Inn Cardiff is seeking a Reservations Assistant to join our busy reservations team. You will report to the Sales Manager and handle day-to-day reservations, group bookings, and some conference and events. Training will be provided and familiarity with Opera is desirable.

The role requires processing reservations, groups and various enquiries daily, with a strong emphasis on service, accuracy and upselling. You will support a collaborative team in a fast-paced hotel environment.

Qualifications

Deliver excellent customer service to guests and clients.
Sell accommodation, dining and events to meet KPI targets.
Input, amend and manage bookings via multiple channels (phone, email, GDS).
Assist with group bookings, conferences and events and upsell where possible.

Responsibilities

Deliver excellent customer service with standards set by the department.
Deal promptly with calls, sell accommodation and meals to hit budgets.
Input and amend bookings and process reservations via various methods.
Follow rate strategy and upsell at every opportunity.
Respond to inquiries and send confirmations within 24 hours.
Create block and group reservations and chase confirmations.

Skills

Customer service

Sales

Reservations management

Opera PMS

Tools

Opera PMS

Job description

All staff within our company are offered the following benefits:

Generously discounted stays in any of our hotels
Comprehensive training programme designed to unlock your potential
Food on shift
50% discount on food for you and up to 3 guests in any of our restaurants
Opportunity to win staff of the month
Pay bonus for long service
£150 for referring a friend to work with us

The Role

We are currently looking for a Reservations Assistant. You will be reporting directly to the Sales Manager . This dual role will involve the day to day running of reservations department. The role will also involve group bookings and some conference and events. You will also be responsible for Restaurant bookings including afternoon tea and dinner bookings.

Previous experience of working in reservations and knowledge of Opera is desirable however full training will be given. This position is a very hands‑on position and you will be processing reservations/ groups and other enquires on daily basis

Responsibilities & Skills

Responsible for delivering excellent customer service with the standards expected and trained by the department.
To deal promptly and efficiently and pleasantly with incoming calls, selling accommodation, dinner, afternoon tea to ensure we meet KPI’s and overall budget.
To input and amend bookings and process all forms of reservations faxes, mail, email, GDS and by any other method.
To ensure rate strategy followed at all times and up sell at every opportunity.
To respond to all enquires and send out necessary confirmations with in 24hrs.
To cancel bedrooms as requested following correct procedure.
To create block and group reservations and be responsible for chasing confirmations and rooming lists as per company procedure.
To input rooming lists to the correct standard ensuring correct rates and routing is set as per company procedure.
To ensure all VIP’s are known and marked.
To ensure all duties on check list are completed daily and signed off.
To ensure all paperwork is filed daily in the correct places.
To understand and comply with company promotions and programmes.
To establish promote and maintain good public relations and enhance sales for the hotel at every opportunity.
To participate and give constructive input during departmental meetings.
To actively work towards achieving all budgeted and individual targets as set by the hotel management.
To adhere to company credit policy.
To use effective sales techniques to convert enquires into confirmed bookings.
To provide accurate information on daily arrivals and chase unconfirmed bookings for bedrooms and afternoon tea bookings and large group dinner bookings.
To establish and maintain effective and positive relationships with own team as well as other departments.
Excellent team player that remains calm under pressure and meets customer expectations consistently.
Strong organisational skills and great attention to detail.
Demonstrates at all times a high standard of personal presentation.