Overview
We are seeking a Reservations Agent due to the relocation and expansion of the company HQ, providing growth for a family business that has been trading for over 40 years. Due to recent expansion to the Lincolnshire area this opportunity will be ideal for someone looking for job security and the challenge of boosting growth within an established business.
Hours will be 9am-5pm Monday to Friday - including the odd Saturday dependant on holiday cover.
Responsibilities
- Booking Management: Answering high-volume, inbound reservation calls and emails to process room bookings, event, or activity requests, ensuring accurate capture of guest details.
- Database & System Maintenance: Updating and maintaining the hotel's reservation system/PMS, ensuring data accuracy and preventing overbooking or errors. As well as creating new leads and databases to push the company forward and explore new opportunities within our market segment. This will involve telephone confidence.
- Customer Service & Communication: Serving as the first point of contact, providing information on rates, room types, amenities, and hotel policies. As well as being able to collaborate with other departments such as front desk and housekeeping to ensure smooth guest experiences.
- Upselling: Encouraging customers to book higher-value rooms, packages, or add-on services. Alongside assisting guests with enquiries related to their stay, local attractions, and hotel facilities.
- Payment Processing: Securely capturing credit card details, processing deposits, and managing payments according to hotel policy.
- Administration: Handling guest inquiries, sending confirmation emails, and performing general administration duties.
- Follow Company Procedures: Ensure adherence to hotel policies and procedures during all guest interactions to ensure the very best customer satisfaction.
Qualifications
- Proven experience in hotel reservations or guest services within the hospitality industry is preferred but experience in sales would be beneficial.
- Excellent phone etiquette and communication skills in both spoken and written English.
- Strong organisational skills with the ability to multitask effectively under pressure.
- Knowledge of hotel management software systems is desirable but full training can be given.
- Confident using all office apps such as Outlook, Word, Excel
- A friendly, approachable demeanour with a genuine commitment to guest satisfaction.
- Previous experience in hospitality or customer service roles will be considered an asset.
- This role would be providing holidays within the disability market so experience in this field would be beneficial.
This role offers an opportunity to be part of a vibrant team dedicated to delivering memorable guest experiences through attentive service and professional expertise. A full reservations, marketing and graphic design team is being put together over the upcoming months.
Job Types: Full-time, Permanent
Pay: From £26,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
