Reservations & Guest Services Agent (Maternity Cover) - London

St Martins Lane Hotel; London; On-site; GBP 27,000; Full time

Job summary

Join a leading hotel as a Reservations & Guest Services Agent (Maternity Cover) in London. This role involves managing guest inquiries and ensuring exceptional service standards. Candidates should have prior hotel experience, strong organizational and communication skills, and a friendly manner. Enjoy benefits like meals on duty, a referral bonus, and opportunities for progression.

Benefits

Meals on duty

Free dry cleaning

Season ticket loan

Ride to work scheme

Referral bonus

Paid day off on your birthday

Healthcare cashback plan

Guest experience perks

Length of service incentives

Discounts across Ennismore properties

Quarterly & annual awards

Opportunities for progression

Employee Assistance Programme

Qualifications

• Experience in a similar role within a 4/5-star or boutique hotel.
• Exceptional communication skills in English (written, spoken).
• Friendly, professional telephone manner.

Responsibilities

• Provide accurate directions and local area information.
• Ensure guest satisfaction by addressing requests courteously.
• Handle guest comments, questions, complaints, and inquiries promptly.

Skills

Organizational skills

Communication skills

Multitasking

Telephone manner

Positive attitude

Education

Experience in hotel management

Tools

OPERA Cloud

Job description

Reservations & Guest Services Agent (Maternity Cover) - London

We have a fabulous opportunity to join St Martins Lane London and Sanderson London as a Reservations & Guest Services Agent (Maternity Cover) on a fixed-term contract for up to twelve months.

This role is primarily telephone-based and based at St Martins Lane. The Reservations & Guest Services Team is the primary contact for guest booking inquiries across all three hotels.

• Provide accurate directions and local area information.
• Ensure guest satisfaction by attending to requests and inquiries courteously and efficiently.
• Handle guest comments, questions, complaints, requests, and inquiries promptly, taking necessary actions and following through.
• Manage all internal and external calls according to company standards.
• Make wake-up calls as per guest requests, maintaining set standards.
• Quote appropriate rates to maximize revenue and occupancy.
• Manage and allocate guest requests effectively.

A bit about you:

• Be authentic and celebrate diversity; we value individuality.
• Be a team player, working together to deliver the best guest experience.
• Enjoy making work fun for yourself, your team, and guests.
• Strive to make positive impacts, big or small.
• Be humble and kind, approaching work with an open mind and kindness.
• Think big, believe, and challenge norms to create change.

To succeed in this role, you should have:

• Experience in a similar role within a 4/5-star hotel or boutique hotel experience is advantageous.
• Outstanding organizational skills and ability to multitask in a fast-paced environment.
• Exceptional communication skills and excellent command of English (written, reading, spoken).
• Previous experience with OPERA Cloud preferred.
• Telephone/switchboard experience is preferred but not essential.
• A friendly, professional, engaging telephone manner.
• A positive attitude, self-motivation, and enthusiasm.

We offer a competitive salary of 27,000 and the following benefits:

• Meals on duty and uniform provided.
• Free dry cleaning/uniform washing.
• Season ticket loan.
• Ride to work scheme with loans up to 5000.
• Referral bonus of 250 for successful referrals.
• Paid day off on your birthday.
• Free health cashback plan via HSF.
• Guest Experience (free night stay, cocktails, dinner, breakfast) after passing probation.
• Length of Service incentives (extra holidays).
• Discounts across Ennismore properties and retail via PerkBox.
• Regular staff events and celebrations.
• Employee Assistance Programme and Mental Health Champions.
• Quarterly & annual awards.
• Opportunities for progression within a global family of brands.
• Healthcare cash plan and eye care vouchers.

Morgans Originals is rooted in cultural legacy, with independent hotels sharing a free spirit, celebrating the magic of memorable nights and unique experiences.