Responsibilities
* You will support reservations, meetings, and events from initial enquiry through to completion, ensuring a seamless and memorable experience at the venue.
* You will coordinate all details for guests, planners, hosts, and attendees, accurately inputting bookings into systems and following sales processes to convert enquiries into confirmed bookings for groups, meetings, conferences, social events, and weddings, supporting the Sales Office Manager and Reservations Executive.
* You will be the first point of contact for guests choosing to stay at our venue, anticipating guest needs, ensuring accurate information is shared with relevant departments, and responding to calls, emails, and enquiries for room reservations, groups, and general information.
* You will collaborate with the Sales, Meetings & Events, and Revenue teams to help maximise revenue, maintain accurate systems and data, and build strong relationships with repeat customers.
* Deliver a warm, personalised guest experience by acknowledging loyal and returning clients, anticipating unspoken needs, recording preferences, and celebrating special occasions through thoughtful gestures.
* Manage enquiries from initial contact to confirmation, proactively upselling hotel facilities, packages, and add-ons.
* Create accurate, detailed quotes and bespoke packages where required, ensuring all client questions are answered and expectations clearly set.
* Support reservations and daily tasks at the hotel, handling enquiries and bookings via phone, email, face‑to‑face, and third‑party channels with accuracy and efficiency.
* Manage group, tour, wedding, meeting, and event enquiries, driving conversion of leads into confirmed bookings and ensuring all block bookings are fully organised prior to arrival.
* Maintain accurate reservations, inventory, rates, and promotions across all systems through regular checks, effective room allocation, and timely confirmations to maximise revenue.
* Act as a trusted point of contact for guests and clients, resolving concerns or complaints with empathy and professionalism, escalating to management when required.
* Collaborate closely with Reservations, Sales, Revenue, and operational teams, ensuring clear communication, a strong "One Team" approach, and seamless delivery of guest and client requirements.
* Stay informed of promotions, events, and hotel activity to proactively respond to guest and client enquiries and identify potential opportunities or challenges.
* Follow enquiry handling procedures, brand standards, and service timeframes consistently, achieving high scores on test calls and bookings while effectively managing workload and priorities.
Qualifications
* Excellent communication skills and a professional, warm, trusting and friendly approach.
* Well informed about the market and industry.
* Flexible and adaptable, with the ability to stay calm under pressure.
* High attention to detail and accuracy, and excellent time-managment skills.
* Creative and innovative approach.
* Great team working skills while being comfortable working alone.
* Strong communication skills through a variety of means, including an excellent telephone manner and IT skills.
Company Overview
At Cairn Group we’re ambitious. With a varied and extensive UK portfolio of hotels, bars and restaurants, we’re focused on continual growth and are in it for the long haul. We are a family owned business with family values at our core, with a growing team and sites UK wide.
Benefits and Incentives
* Discounted Hotel Stays across our UK sites, and if you work for a branded venue, around the World!
* 50% off Food & Beverage at all our Hotels & F&B Venues
* Spa discounts at our venues with a spa
* Retail, cinema and leisure discounts
* Development opportunities via our 'Grow with us' initiative, including apprenticeship opportunities, our development programmes, and more!
* Monthly "Star of the Month" awards
* 'Recommend a Friend' incentive – be rewarded for referring someone you know!
* Access to a confidential Employee Assistance Programme (EAP) available 24/7, 365 days per year
* Pension scheme
* Other incentive programmes that run throughout the year, including DoubleTree by Hilton Newcastle Airport, Woolsington, Newcastle Upon Tyne, Tyne & Wear, NE13 8BZ, Hilton Staff Rate & Friends and Family Scheme
* Discounted meals on shift
* Free parking
* Cairn Group Staff Discount Scheme
* Retail and travel discounts
* Recruit a friend scheme
* Induction and training programme
* Star of the Month & Golden Ticket Award
* Cairn Academy Training & Development Opportunities
* Uniform Cycle 2 work scheme
* Applies to positions above minimum wage
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