Reservations Specialist

Dorchester Collection; England; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Complimentary hotel stays

Discount dining at hotels

Refer a friend bonus

Professional development

Social events

Season ticket loan

Cycle to work

Retail discounts

Gym subsidies

Pension scheme

Job summary

Dorchester Collection is seeking Reservations Specialists to manage guest enquiries for reservations across all hotels in the collection. The role focuses on delivering exceptional service via telephone and email, ensuring guests receive the best possible experience with timely responses.

Candidates should exhibit strong communication, multitasking abilities, and a commitment to the company values. Shift-based hours apply, with a dynamic, guest-focused work environment.

Qualifications

• Excellent interpersonal and communication skills are required.
• Ability to multitask and work in a fast-paced environment.
• Strong focus on guest experience and attention to detail.

Responsibilities

• Handle guest enquiries for reservations via phone and email across all hotels in the collection.
• Coordinate with relevant departments to fulfill guest requests and ensure a seamless experience.
• Prioritize tasks to meet response targets and maintain service standards.
• Uphold the company values of Personality, Passion, Respect, Working Together and Creativity.

Skills

English proficiency

French language

Italian language

Arabic language

Job description

Position Overview

Our reservations specialists are the gems of our global contact centre located in our corporate office! Their main responsibilities are to manage guests’ phone calls and email enquiries for all hotels within the Collection. Listening to our guests’ needs and being able to address them with the most suitable options and solutions are vital to create lifelong memories.

What you'll get

As a Reservations Specialist at Dorchester Collection, here are just some of the great benefits you will receive:

• Annual salary of £29,825.89 plus monthly financial incentives
• Workday lunches in the form of a prepaid contactless card – £2,772 annual value for full-time employees
• Complimentary stays with breakfast included in our Dorchester Collection hotels
• 50% off at bars and restaurants within all of our Dorchester Collection hotels
• £750 refer a friend bonus scheme
• World class development opportunities
• Social events throughout the year
  Season ticket loan and cycle to work scheme
• Exclusive access to a discount platform featuring 1000s of retailers
• Subsidised access to gyms, fitness classes and wellness experiences.
• Competitive pension scheme

What you'll do

ESSENTIAL FUNCTIONS & PHYSICAL REQUIREMENTS

A day in the life of our reservations specialists demands high levels of energy. They need consistency even though the days are never alike; and creativity to tackle daily adventures. Listed below functions and requirements of our reservation specialists:

• Our reservations specialists are responsible for assisting guests with their enquiries about reservations for all the hotels of the collection. This will include process all bookings via telephone and email and follow up activities related to reservation aspects, to ensure our guests receive nothing but the best experience.
• Communication is what keeps our departments running perfectly. Excellent interpersonal and communication skills are a requirement, to address any special requests our guests might have to the relevant department but also, in order to ensure an alignment between the Global Contact Centre and our hotels.
• Prioritization is another key skill: our reservation specialists are multitasking and are able to adapt in a fast-paced environment in order to meet time of response targets and ultimately meet our stakeholders expectations.
• Our values of Personality, Passion, Respect, Working Together and Creativity guide us each and every day. The purpose for the reservation specialists is to bring the same values to life and to continue to create our legacy.

The operational hours of work are shift-based and may be subjected to change. These currently set as Monday to Sunday: 07:00 - 22:00

What you'll bring

• All of our employees are ambassadors of our Vision, Values and culture. We encourage the unique personalities and passions of our employees, working together; as a team, a hotel and Collection.
• Our guests forge our legacy. Knowing and understanding them is our goal, valuing kindness over process.
• In a fast-moving world, we remain consistent and relevant, requiring flexibility from everyone on the team.
• English is the primary language used in our global contact centre. Our reservation specialists must feel comfortable communicating in this language. Native or proficient command of the French, Italian, or Arabic language, spoken and written, is preferred