Reservations Agent
London, GB
5d ago

The Role

  • To be responsible for delivering a best in class reservations booking experience ensuring sales and revenue opportunities are maximised in line with budgeted targets, whilst exceeding customer expectations.
  • To live and breathe the company and department mission, vision and values ensuring each guest receives incredible service at all stages of the booking journey.
  • To ensure all reservation enquiries are handled in line with company standard and to regularly engage in both live and recorded call / email quality assessments as supported and measured mystery Shopper initiatives.
  • To ensure specific telephone handling targets are delivered through efficient time management, striving for zero tolerance on abandoned calls
  • To be proficient in the handling all types of enquiries from various sources e.g. Web Chat, Email, Voice, 3rd Parties etc
  • To be confident in handling of all types of customers including both direct & agencies, understanding how to adapt techniques and approach.
  • What we look for

  • Genuine passion for the hospitality industry and for delivering exceptional customer service You have a fantastic personality and love helping to create great experiences
  • Experience of working with guests / customers in high pace environment
  • Reservation Agent or Reception experience is desirable
  • Confident computer user
  • Great communication skills
  • Opera experience is desirable
  • What's in it for you?

  • Great development opportunities
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24 / 7 Employee Assistance Program
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Apprenticeship (from Level 2 to Level 5)
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Great Recognition program
  • and many more!
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