Reservations - Holiday Inn London - Brentford Lock
The Holiday Inn Brentford Lock nestled overlooking the scenic waterways of the Grand Union Canal. This four-star hotel is located in west London and has been created for comfort and style and offers a warm and welcoming service to all guests. The hotel has 6 modern meeting rooms and 134 en-suite bedrooms; it is the first in Europe to have a revolutionary open lobby concept. With good transports link, the hotel can be easily accessed by public transport. Brentford train station is about 10 minutes' walk to the hotel. Our employees have been playing a tremendous part in the hotel and our team success, from our employee engagement being above 89%.
Job Description
As Reservations Agent you will be play an important part in the smooth running of the reservations department supporting Holiday Inn Brentford Lock and Four Points Flex - Euston. You will be an integral part of the group’s reservations process, ensuring a smooth experience for all group operators.
* Manage in details of No Shows and Late Cancellation bookings, being tracked daily.
* Track the individual arrivals for the following 7 days in line with brand standards.
* Ensure all reservations are entered into the system correctly.
* Maintain daily communication with guests by phone, email, and OTA messaging to response any upcoming request.
* Maintain daily communication with the Reservations manager.
* Ensure the daily balance of all our room types according to our availability.
* Deal with group enquiries when the line manager is absent.
What We Offer
We want our staff to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people from all over the world as we create memorable guest experiences together, and for those keen to develop you’ll have the opportunity to explore the business with various career options. In addition, on offer:
* Free Meals on Duty
* Free Parking
* Apprentiship programmes available
* Learning and Development Opportunities available through our Leadership Development Programmes
* Heavily discounted hotel stays and food & beverage discounts at IHG Hotels and Resorts Worldwide
* Uniform provided
* 24/7 Employee Assistance Programme for you and your family. Giving you access to counselling services, physical wellbeing & financial aid.
* Life Assurance
* 28 holiday days (pro rata for part time)
* Automatic Enrolment into a workplace pension scheme
About Us
Our success lies amongst the strengths and skills of the dedicated and professional people we employ.
Everyone at Splendid Hospitality is committed to The Splendid Hospitality Way, delivering genuine service to 'Create Extraordinary Experiences'. The team offers a wealth of experience across a variety of talents ensuring that the Group is well positioned to achieve its vision to be a Centre of Global Excellence for Hospitality.
Role in our Family
FINANCIAL RETURNS:
* Ensuring individual and group reservations strategies are adhered to as set by the Cluster revenue manager.
* Work with Cluster Reservations Supervisor and Cluster Events & Reservations Sales Office Manager to ensure all OTA profiles are kept relevant.
* Regularly review and amend content in Concerto HCM and OTA sites.
GUEST EXPERIENCE:
* Ensure all emails and telephone calls are handled professionally ensuring IHG One Rewards members are recognised.
* Ensure guests requests/history is communicated to operational departments in a timely manner, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
* Assist the front office from time to time.
Knowledge, skills and abilities
* Excellent command of spoken and written English.
* Strong customer focus and ability to engage and connect with guests.
* Ability to multitask and prioritise.
* Flexibility to work a variety of shift patterns.
* A desire to provide exceptional customer service.
* Well-groomed and presentable.
* High level of IT proficiency.
Proven experience/education level
* Previous experience with Opera PMS and Salesforce is an advantage.
* Experience within a similar IHG or Marriott branded environment in the hospitality sector is preferable, however we recruit for attitude rather than experience and will give you the tools to ensure you will be successful in your role.
What Happens Next
Does this role suit your skill set? Apply now, this takes seconds. You’ll just need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, your experience and let us tell more about the Splendid Hospitality Group. The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.
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