Hotel Group Reservation Executive (CRO)
Imperial Hotels London based in Bloomsbury
40 hours a week (5 / 7 Days)
£27,424.00+ Benefits
Are you passionate about delivering exceptional customer experiences from behind the scenes?
Do you excel at building strong relationships through clear and professional communication?
Are you ready to help ensure smooth and efficient operations in the hospitality industry from the comfort of an office setting?
If so, wed love to hear from you!
We are looking for a highly motivated and detail-oriented Group Reservations Executive to join our Reservations Team based in our commercial offices. In this role, you will be responsible for overseeing all aspects of group reservations, from converting accommodation inquiries into confirmed bookings to accurately recording and managing reservations, cancellations, and amendments within the OPERA PMS. Through prompt and professional communication, you will play a key role in delivering a seamless and authentic London experience for our guests.
Why Join Us?
At the Imperial London Family of Hotels, our guests come first. As a Group Reservations Executive, you will be a key member of our Central Reservations Team, which plays a crucial role in managing the booking process, optimizing occupancy, and ensuring exceptional guest satisfaction. Serving as the primary point of contact before arrival, you will contribute to a seamless guest experience through prompt, professional, and engaging email communication.
You will be based in our newly refurbished Commercial Office. This is a Call-Centre focused role where youll manage reservations, respond to guest enquiries, and ensure each interaction is handled with care.
With a legacy spanning 185 years, our family-run company is rooted in tradition whilst looking to grow and innovate. We need someone who is excited to contribute to our high standard of guest service through meticulous attention to detail and effective digital communication whilst remaining adaptable to changes in the business.
What were looking for:
As a Hotel / Group Reservations Executive you are the first point of contact that our guests have with Imperial London Hotels, building rapport and trust quickly over the telephone, understanding their individual requirements to enjoy a memorable stay at one of our 8 London hotels.
What youll be doing
Your key duties will be as follows:
First point of contact with our guests, travel agents or other third-party partners ensuring that any disputes are resolved in an efficient and professional manner.
Responds promptly with reservations for Imperial London Hotel group and updates and amends bookings through Opera, ensuring that all bookings are accurately entered into the system.
Responds positively to all sales enquiries and is able to convert enquiries into future bookings.
Takes payment or advanced deposits for group and individual bookings.
Where required books group meals and other sundry items with relevant departments and staff members
Provides our guests with good knowledge of our hotel facilities, public areas, restaurants and bedroom types, upselling where possible.
Keeps up to date and provides information on new and current offers, packages, price and information about the hotels in the group.
Makes considered and throughout booking and allocation decision based on availability and knowledge of prevailing market conditions.
Essential:
2-year experience in central reservations or front office within hotels
Strong proficiency in managing email correspondence.
Excellent written and verbal communication skills
A detail-oriented and organised approach, capable of managing multiple reservations and inquiries simultaneously.
Proficiency in property management systems (e.g., Opera, Amadeus, or similar).
Desirable (Not required but a plus):
Previous experience in a hospitality or travel office environment.
Multilingual: Proficiency in additional languages is a bonus.
Degree in Hospitality or a related field.
Whats in it for you
28 days holiday, increasing with length of service up to 33 days (including bank holidays)
Access to ILH Training Academy programmes, apprenticeships and supported study scheme
Access to Holiday Purchase Scheme
Complimentary uniform dry-cleaning. Discounted dry-cleaning on personal items.
Access to an interest-free Season Ticket Loan or Travelcard Loan
Team member flat rate discount & 50% discount to friends and family at any of our hotels
50% discount at ILHs nine food and beverage outlets
Access to coffee and beverage discounts at Blooms Café - £1.50 per beverage
Access to an employee funded Health Cash Plan
Access to local Bloomsbury London discounts e.g. bowling and restaurant outlets
Access to Early Pay - instantly access a portion of the pay youve already earned
Access to shopping discounts across several high-street brands and online retailers
Access to salary sacrifice schemes e.g. nursery care, cycle to work & technology
Access to mental health first aiders support & well-being support
Access to our Employee Assistance Programme by Hospitality Action
You can explore additional benefits here.
About Us:
With a 185-year legacy, our company combines the stability of a long-standing 7th generation family business with the innovation of a startup. We have big plans for growth, and we need someone who shares our excitement for the future, whilst upholding our core values of positivity, care, collaboration, growth, and pride.
We are the Imperial London Family of Hotels, a family-run company dedicated to rewriting the traditional hospitality mindset. We operate 8 hotels and 9 restaurants in the heart of Bloomsbury, London and we believe that great hospitality starts with the right people. So, if youre ready to bring your expertise to support us with our new chapter, please apply today!
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