Hotel Café Royal is a prestigious 5-star luxury hotel located next to Piccadilly Circus in Central London, offering 159 exquisitely designed rooms and suites. With a history of excellence and a commitment to providing unforgettable guest experiences, our hotel attracts discerning clientele from around the world. We are looking for a motivated and personable Hotel Reservations Sales Agent to join our dynamic reservations team and contribute to our ongoing success.
The Role:
As a Hotel Reservations Sales Agent, you will play a key role in managing guest inquiries and bookings, ensuring that all guests receive a warm and professional experience from the moment they contact the hotel. You will handle reservations for rooms, suites, and special packages, assisting guests with any questions and upselling hotel services to enhance their stay. Our reservations department operates from 7 am to 10 pm Monday to Friday and 8 am to 8 pm on weekends.
Key Responsibilities:
Respond to guest inquiries and reservation requests via phone, email, and online platforms, providing accurate information and personalized assistance.
Process and confirm bookings efficiently using the hotels reservation system, ensuring all guest details and special requests are recorded accurately.
Upsell rooms, suites, and hotel amenities to maximize revenue and enhance the guest experience.
Maintain an up-to-date knowledge of room types, packages, and promotions to provide relevant information and suggestions to guests.
Work collaboratively with other departments, such as Front Desk, Sales, and Concierge, to ensure seamless guest service and coordination.
Monitor availability and manage room allocations to optimize occupancy rates while maintaining the hotels luxury standards.
Assist in processing cancellations, modifications, and no-shows according to the hotels policies, and ensure all relevant systems are updated.
Handle guest complaints or issues in a professional manner, escalating to a manager when necessary to ensure guest satisfaction.
Participate in night shift duties as required (3 nights per month) to support the implementation of our 24-hour reservation service.
Maintain high standards of accuracy, confidentiality, and professionalism at all times.
Requirements:
Previous experience in a reservations, sales, or customer service role within a luxury hotel or hospitality environment is preferred.
Excellent communication skills, both written and verbal, with a focus on delivering outstanding customer service.
Strong organizational skills and attention to detail, with the ability to multitask in a fast-paced environment.
Ability to work flexible hours, including occasional night shifts and weekends, as part of the teams rotating schedule.
Proficiency with hotel reservation systems (experience with Opera or similar systems is an advantage).
Positive and proactive attitude, with a focus on achieving sales targets and maximizing guest satisfaction.
The Benefits:
Pay of up to £35,000 including service charge and incentives
Access to heavily discounted friends and family rooms rates
Two complimentary rooms nights per year
Up to 50% colleagues discount in all our food and beverage outlets
Colleague wellness sessions in our Akasha spa each month including osteopath, podiatrist, yoga and fitness classes (as well as staff discounts on spa treatments)
Regular social events, including our infamous Summer Party (August) and Black-Tie Annual Awards dinner (January)
Christmas celebrations, including colleague lunch, childrens party and Christmas gift
Automatic membership of the companys life assurance scheme from day one
Generous discounts on retail and dining in Central London through the West End Club app
Mental health support including Employee Assistance Programme (EAP) and mental health champions in all departments
A variety of external benefits including gym discounts and free eye tests
Cycle to work scheme and season ticket loan
A wide range of both internal and external training and development programmes to support all of our colleagues career progression
The usual bits and bobs such as free meals on duty, uniform laundry, pension & holiday
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