As a key member of the Reservations department, you will build strong relationships through regular contact by telephone, e-mail and in person with a primary focus on group business. You will also actively seek client feedback and sales leads wherever possible. You will supervise the reservation process across multiple hotels and brands to ensure procedures and brand standards are achieved.
Our team are the heart and soul of all we do. Here’s what you’ll be up to:
Financial Returns:
- Ensuring individual and group reservations strategies are adhered to as set by the Line Manager.
- Work closely with the Hotel Sales Manager and Regional Revenue Manager to maximize room revenue and sales.
- Work with Sales Office Manager to ensure all online content is kept relevant.
- Upsell services to enhance guest experience and revenue.
- Convert inquiries into confirmed bookings.
- Preparing reports on reservations and revenue as required for Holiday Inn Brentford Lock and Four Points Flex - Euston.
People:
- Ensure that the Reservations Agent are undertaking their required tasks and supporting where required.
- Liaising with other departments, such as housekeeping and the front desk, to ensure a coordinated approach to reservations.
- Attend regular training sessions as required.
- Respond to calls and email requests promptly.
- Provide colleagues with weekly and monthly reports.
Guest Experience:
- Ensure all emails and telephone calls are handled professional ensuring IHG one rewards members and Marriott Bonvoy members are recognised.
- Ensure guests requests/history is communicated to operational departments in a timely manner
- Proactively seek feedback and build relationships to drive continuous improvement in guest satisfaction.
- Assist the front office from time to time.
Perform quality checks on reservations to ensure a smooth guest experience.
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We live by our values – and we’d love you to bring them to life every day:
- Open - If you believe that great work starts with great relationships, you’ll feel right at home here.
- Nimble - We’re looking for someone who thrives in a fast-paced, agile environment and isn’t afraid to take initiative.
- Brilliant - You bring energy, creativity, and a commitment to excellence—and you enjoy the process as much as the results.
- Honest - We’re looking for someone who values transparency, takes ownership, and builds trust through their actions.
Bring your personality, positivity and passion for people and we’ll give you the training and support to shine.
When you join Splendid, you will enjoy a reward package to support your lifestyle, wellbeing and career. Here are just some of the benefits on offer:
- Employee Assistance Programme (EAP) - confidential wellbeing support whenever you need it with 24/7 access to remote GP appointments.
- Hotel Room Discounts - stay with us or our partner hotels at special team rates including discounted rates for friends and family.
- Food & Beverage Discounts - enjoy meals and drinks at reduced prices across our hotels.
- Life Assurance - peace of mind for you and your loved ones.
- Salary Sacrifice - Car Scheme: our team members can enjoy the ultimate benefit of driving a brand new, full insured and maintained car for a fixed monthly amount taken from their salary.
- Stream - access your earned wages up to 50% whenever you need them giving you financial flexibility and Highstreet discounts available.
- Pension - auto enrolment into the company pension scheme.
- Learning & Development - opportunities available to progress your skills and career.
The Holiday Inn Brentford Lock nestled overlooking the scenic waterways of the Grand Union Canal. This four-star hotel is located in west London and has been created for comfort and style and offers a warm and welcoming service to all guests. The hotel has 6 modern meeting rooms and 134 en-suite bedrooms; it is the first in Europe to have a revolutionary open lobby concept. With good transports link, the hotel can be easily accessed by public transport. Brentford train station is about 10 minutes' walk to the hotel. Our employees have been playing a tremendous part in the hotel and our team success, from our employee engagement being above 89%.
