We are on the search for a passionate, dynamic and charismatic individual to join us at YOTEL Glasgow as a Reservations Agent.
This is a fantastic opportunity for someone looking for a new challenge in a hands-on role. You’ll also need to live and breathe our values; be Creative by being playful and inspiring. Being Authentic by always being true to who we are, and by being Smart by delivering results in a clever and effective way.
YOTEL Glasgow
YOTEL Glasgow has 257 rooms, where design equals comfort in every one of our smartly designed cabins. Each equipped with YOTEL’s signature SmartBed – adjustable for relaxing, working or sleeping, every element of the bedroom is sleek and modern. The hotel also offers a 24/7 fully equipped gym for hotel guests.
Mission Control (reception) is the hub of all activity at our hotel. Use our self-service kiosks to check-in and out under a minute or guests can speak to our always on-hand crew. We will also give local neighbourhood tips, emergency supplies and toiletries, or extra keys and towels. Available and ready to help 24/7.
VEGA
Taking over the top-floor of YOTEL Glasgow with views across the city, VEGA sets the bar sky-high as the city’s must-visit bar, restaurant, bowling alley and events venue. Offering an all-day casual dining and co-working concept, imaginative cocktails, glossy interiors and bold events, every detail of the venue has been carefully designed to bring the fun to Glasgow in a uniquely VEGA way.
Open till late 7 days a week, as well as being a destination for locals and visitors to the city, we’re also the social hub of YOTEL Glasgow, serving as a space for our hotel guests to work, meet, drink and socialise.
About the role
At YOTEL, our mission is to challenge the status quo – it’s our DNA.
You will be responsible for ensuring all reservations are dealt with accurately and efficiently, processing all details according to the hotel's policy and procedures to the highest standard.
More specifically, responsibilities will include the following:
* Field incoming calls in a professional, friendly and efficient manner within brand standards.
* Respond to all emails within reservation in-boxes, customer service emails, and incoming faxes within the appropriate length of time (within 24hrs).
* Engage with guests via the following channels, including but not limited to; email, phone, and in-person.
* Provide engagement and assistance with items such as; rate and cabin inquiries, cancellations, property and area related questions, guest issues and feedback.
* Investigate billing disputes and completes necessary paperwork for refunds, when applicable.
* Take ownership of all guest requests and follow up with appropriate departments to ensure completion in a timely manner.
* Assist with, as needed, Transient reservations, modifications and cancellations including the FIT/Wholesales and Third-Party reservations.
* Process/Setup credit card authorization forms and 3rd Party billing requests.
* Upsell cabin categories to maximize hotel revenue.
* Capture possible corporate account leads for Sales team.
The skills we are looking for are:
* Previous experience in reservations, hospitality, or customer service (preferred)
* Good communicator via phone and email.
* Ability to multitask and work under pressure in a fast-paced environment
* Attention to detail and problem-solving skills
* Desirable: Used Opera Cloud.
About YOTEL
With 23 properties in sought-after locations globally, YOTEL is for people on the move. People who are experiencing, doing and achieving; Non-Stop. From buzzing cities to bustling airports YOTEL exists to challenge the status quo of the hospitality industry and deliver a different experience for guests through smart design, creative technology and awesome people. YOTEL is the pit stop for the Non-Stop.