Reservations Coordinator: Guest Experience & Revenue

Andras House Ltd; Belfast City District; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Discounted hotel rates

Health care cash plan

Enhanced pension

Enhanced maternity/paternity pay

Cycle to work

Employee discounts

Andras Academy training

Employee events

Growth opportunities

Job summary

Andras Hotels is Northern Ireland’s largest hotel group with nine hotels across Belfast, Coleraine and Portrush. We are looking for a Reservations Team Member to assist with the efficient running of the Reservations Department, handle guest enquiries professionally and help achieve financial targets.

Hours: 40 hours per week. We offer a comprehensive benefits package including health care, pension, annual leave enhancements, employee discounts, training through Andras Academy and opportunities

Qualifications

• 5 GCSEs including Maths and English at Grade C or above or equivalent qualification
• Customer Service Skills
• Excellent Communication Skills
• Computer Experience or relevant qualification (OCR/RSA Stage 2 or equivalent qualification)

Responsibilities

• Ensure that phones / emails are answered in a speedy, professional and efficient manner
• Ensure all Reservations are accepted, recorded and confirmed in accordance with Company Policy and in an efficient and courteous manner
• Ensure all guest enquiries are handled professionally and provide information regarding Hotel services available
• Assume responsibility for checking arrivals, managing duplicate bookings, group arrival details, etc.
• Manage group bookings within Company criteria; collect payments, adhere to cancellation policies, check master bills, keep hotel fully informed of group requirements.
• Management of online systems to include Rate & Availability management
• Cross selling of all hotels within the group; knowledge of each PMS / CRS system to assist with covering holidays / breaks for colleagues
• Upselling of Hotel facilities / supplements to potential customers to maximise revenue
• Reviewing daily PACE and reservations created reports for booking trends, group reservations, rate queries and making recommendations for public / group rates
• Be aware of current business targets, actual budgeted and forecasted business levels and to focus at all times to achieve these targets
• Assist the Reservations / Revenue Managers in the preparation of reports
• Actively participate in any training and personnel exercises designed to improve standards and performance levels
• Assist with collection of payments on advance purchase reservations, management of declined bookings
• Liaise with the Accounts Department for Accounts outstanding, commission claims, matching online payments with PMS system and keeping guest ledger to a minimum
• Ensure that policies and procedures are known and adhered to, that team members are fully aware of public / corporate rates and that a high level of communication exists between the Team and other Departments
• Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction, at all times
• Upkeep of the Equal Opportunities Policy to ensure that there is a neutral working environment
• Work in accordance with standard procedures within each Department
• Carry out Company’s customer relation policy and communicate Hotel services to guests
• Ensure a high standard of personal hygiene and grooming
• Keep staff/work areas tidy, safe, and report any hazard, accident, loss or damage to Management and observe all requirements under Health and Safety at Work Act (1989)

Job description

Andras Hotels is Northern Ireland’s largest hotel group with nine hotels across Belfast, Coleraine and Portrush. We are looking for a Reservations Team Member to assist with the efficient running of the Reservations Department, handle guest enquiries professionally and help achieve financial targets.

Hours: 40 hours per week. We offer a comprehensive benefits package including health care, pension, annual leave enhancements, employee discounts, training through Andras Academy and opportunities