Description
Escapade Silverstone is not just a place, it's a passion. Born from a love of motorsport, we are a next-generation lifestyle experience, dedicated to celebrating the iconic heritage of Silverstone and the thrill of British and international racing.
With modern trackside short-term accommodation and a performance-led clubhouse to enjoy up-close viewing of top-level racing, dining, and wellness, we have created a space which seamlessly merges hospitality and motorsport in an original way, right on the edge of the Silverstone racetrack.
JOB PURPOSE
The Reservations Agent at Escapade should aim to assist customers in planning and booking travel adventures and experiences with Escapade Silverstone. This role involves providing personalized recommendations, answering inquiries, and facilitating the reservation process to ensure customers have a seamless and memorable experience.
Reservation Agents help customers choose from a range of activities, accommodations, and destinations, aiming to create unique and enjoyable travel experiences tailored to individual preferences and needs.
Reservations Agents are also entrusted with the responsibility of upholding the brand's standards. This entails fulfilling customer requirements, fostering employee contentment, driving revenue growth, and optimizing the department's financial performance.
Key Responsibilities
To create and implement a best-in-class and award-winning guest experience through:
* Guest Assistance: Responding promptly and professionally to customer inquiries via phone, email, or online chat. Assisting customers in choosing suitable packages and options based on their preferences and needs.
* Guest Relations: Address guest concerns and special requests promptly, ensuring their needs are met with the utmost attention to detail. Building and maintaining positive customer relationships by addressing concerns, resolving issues, and ensuring customer satisfaction.
* Personalised Recommendations: Providing detailed information about Escapade Silverstone and Silverstone Circuit events, activities, and accommodation options. Coordinate the allocation of guest rooms according to reservations and guest preferences.
* Reservations and Bookings: Processing reservations accurately and efficiently using reservation software or systems. Confirming bookings, issuing tickets, and sending relevant documentation to customers. Handling changes or cancellations according to company policies. Manage room assignments, upgrades, and special requests in collaboration with Reservations, Concierge and Styling Team (Housekeeping Team). Maintaining accurate and organized records of customer interactions, reservations, and payments
* Problem-Solving: Handle unexpected situations and challenges that may arise during a guest's stay. Offer suitable solutions and assistance to ensure guest satisfaction. Should Show Initiative, Problem Solving, Staff Training, Team Leading
* Communication and Coordination: Liaise with various departments, including housekeeping, front desk, restaurant, and security, to ensure smooth operations and seamless guest experiences. Assist the Guest Experience Manager in implementing and enforcing financial controls throughout the department.
* Upselling and Promotions: Staying up to date with the latest information about Escapade Silverstone and Silverstone Circuit events, schedules, and offerings. Promote hotel services, amenities, and packages to enhance revenue generation. Suggest upgrades, additional services, or special promotions to meet guest needs and increase guest satisfaction.
* Insisting on High Standards: Sharing customer feedback and insights with relevant teams for continuous improvement.
* Technology Utilisation: Utilise hotel management systems, reservation software, and various digital tools to streamline guest requests, track preferences, and enhance service delivery.
* Knowledge of Local Area: Stay updated on local events, festivals, exhibitions, and other happenings to provide guests with accurate and relevant information. Maintain a comprehensive database of local attractions, services, and contacts.
* Sustainability: To promote, implant and act with the sustainability initiatives as directed by Escapade Silverstone
The above is a high-level summary of duties and is not meant to be a comprehensive description of the role. Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of the role and role requirements may be subject to change from time to time.
PERFORMANCE RESPONSIBILITIES
Our vision drives us, we live by our brand pillars, and we’re motivated to achieve industry-leading and award-winning results.
Our vision - To become a world leader in redefining lifestyle living, setting new standards in motorsport-inspired hospitality and immersive leisure
Our brand pillars – We’re the Ultimate Hosts who share our guests’ passions, we’re switched on to their needs, we make their stays effortless, they get our finest performance every time. We’re the Complete Connoisseur inspired by innovation, champions of excellence, we take pride in our presentation and our guests appreciate our constant quality. We’re the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody the brand values and guests know they’re in safe hands.
Values - Rooted in a passion for motorsport, a dedication to precision, and a commitment to responsible and inclusive hospitality. We push boundaries, embrace the unexpected, and create unforgettable moments. We value sustainability and community, and aim for a positive impact on both our natural environment and the people we serve. We’re the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody our brand values and guests know they’re in safe hands.
Performance will be checked against the following:
* Guest and Owner Reputation
* Detailed objectives will be set through the Personal Development Review (PDR) process
The Escapade Silverstone experience is conveyed by our team of Ultimate Hosts. You will be part of the team who shares common interests with our owners and guests, and we aren’t afraid to pursue our own passions. When guests stay with us, we want them to be able to focus on what they enjoy – and our hosts must ensure each guest’s stay is as effortless as possible.
You will use your experience to generate and protect revenues, to implement procedures and controls to monitor costs and will be able to deliver a P&L which is on budget.
Detailed objectives will be set through the Personal Development Review (PDR) process.
KEY RELATIONSHIPS
* Residence Owners
* Escapade Silverstone Guests
* Escapade Silverstone Management and Staff
* Silverstone Senior Management Team
Skills, Knowledge and Expertise
* Experience in a 4-star or 5-star hotel or any other lifestyle/ distinctive brand is desirable.
* A strong, yet positive guest service style
* Strong interpersonal skills.
* Passionate about delivering exceptional guest experience with keen attention to detail.
* Display a polite and professional attitude to internal and external guests.
* A good command of the English language. Additional languages are advantageous.
* Maintains impeccable personal grooming standards while radiating an aura of elegance and refinement
* Competent in using IT systems and software including Microsoft Office
* Full clean UK driving licence is desirable
We’re Silverstone, the UK’s leading motorsport venue for over 60 years. You probably know us as the hosts of world-class events, such as the Formula 1 British Grand Prix, MotoGP™ and Silverstone Festival.
As a true, one-of-a-kind destination, we make people feel the thrill on and beyond the track. From unforgettable business experiences at our International Conference & Exhibition Centre, to unique getaways and iconic trackside views at Escapade - we work hard to ensure each and every one of our visitors can see our personality, touch our legacy and hear our heartbeat around every single corner. And we want you to be a part of it.