Reservations & Customer Care Executive - London, UK

Small Luxury Hotels of The World Limited; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Small Luxury Hotels of The World Limited is seeking a Reservations & Customer Care Executive for their London office. The ideal candidate has a university degree and a minimum of 3 years' experience in the luxury hotel sector, focusing on customer relations and reservations.

This role requires excellent communication skills in English, with additional fluency in Spanish or Italian preferred. Responsibilities include achieving sales targets, processing reservations, and offering superb customer support.

Flexible working hours are available, with a full-time commitment from Monday to Friday.

Qualifications

• University degree and at least 3 years of experience in luxury hotel industry.
• Fluency in English; Spanish or Italian preferred.
• Proficient in telephone sales and customer interactions.

Responsibilities

• Achieve monthly reservation revenue targets.
• Process reservations via email, telephone, or chat.
• Respond to customer inquiries and handle reservations efficiently.

Skills

Telephone sales experience

Analytical abilities

Customer support skills

Fluency in English

Team player

Education

University degree

Tools

Salesforce

PMS

CRS

GDS

Job description

SLH Reservations & Customer Care Executive

Introduction

Reservations & Customer Care Executive (Full Time)

Location: Office Based (Flexible working hours) London, UK.

Working Hours: Monday to Friday 9:00 AM – 5:30 PM GMT (Fridays until 5:00 PM GMT) Weekend working flexibility preferred.

Key Responsibilities

• Achieve monthly reservation revenue targets.
• Process reservations by email, telephone, chat or central reservation systems.
• Analyse all guests and travel agents’ requirements, recommend suitable options for all customers, and assist in confirming all reservations.
• Answer any questions about the reservation process and the SLH loyalty programme.
• Provide support to customers who may need to amend or cancel a reservation.
• Manage incoming calls for the SLH Reservations & Customer Care department, ensure a response to all queries, and maintain professional relationships and atmosphere at all times.
• Sort out any issues that may arise with bookings or reservations (i.e. inaccurate rates & restrictions, etc.).
• Up-sell the hotels' additional services or special packages, such as transfers, SPA add-ons, etc.
• Identify and report rates, inventory and content discrepancies.
• Work closely with the Sales Team as well as with other departments to make sure the SLH procedures are followed at all times.
• Represent the SLH brand values at all times when dealing with customers and colleagues.

Desired skills and experience

• Preferably qualified with a university degree and at least 3 years of experience in the hotel industry within the luxury sector.
• Must be fluent in English. Fluency in Spanish and/or Italian (written and spoken) preferred.
• Previous experience and proven ability in telephone sales, preferably within the luxury sector of the travel industry, is highly regarded.
• Great analytical abilities to interpret statistical data and thorough attention to detail.
• Must be a team player with a strong ability to self-manage with a "get it done" attitude.
• Ability to work and thrive in a multi-tasked and fast-paced environment.
• Good knowledge of Salesforce, PMS, CRS & GDS and/or other distribution systems is preferable.