Job Description
Main responsibilities
* Follows up the administration of reservations thoroughly, making check-in operations easier for the Front Office team
* To be fully conversant with Opera Cloud and hotel systems
* Transforms enquiries into reservations to maximise revenue
* Offer and explain the ALL Accor loyalty program to all customers
* Ensures that all reservations details are entered into the system precisely and confirmed with the customer
* Ensures that any requests are passed onto the relevant department for action
* Helps to optimise occupancy and average room rates
* Respects and applies the hotel’s pricing policy and implements the Revenue Management policy
* To be fully aware of the hotel bedroom types, hotel facilities and its location including transport links
* Ensures all customers first impression of the hotel is a Heartist one
* To be fully aware of any restricted dates, special offers and promotions
* Complete checks for duplicate bookings and take necessary action
* Handles and resolve all customers complaints in an efficient manner
* Charges all no shows and track them
* Ensures that all payments are handled securely
* To provide a hospitable service to the standards laid down in the Pullman Standards Training Manual
* To maintain at all times the filing and filing syste
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* To check all correspondence in connection with reservations and deal with accordingly
* To be fully aware of all types of bedrooms, all their facilities and locations
* To be able to offer an alternative (i.e. date, type of room) if we cannot provide what our caller requires
* To ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
* To run all appropriate reports connected with rooms as laid down in the Reservations Manual and distributed to the General Manager and Welcome Manager – as agreed with your manager
* To work in accordance with the rooms strategy/top line actions
* To communicate and co-ordinate group enquiries, rate quotes with the Sales Manager and via the Reservations Manager
* To ensure that group information and contracts are kept up to date and followed up in line with hotel policy
* To ensure that the hotel credit policy is adhered to
* To advise housekeeping of any special requirements requested, i.e. late booking, Z beds, cots and VIP’s
* To develop and maintain good working relationships with all departments in the hotel
* To attend all relevant training as and when required
* To attend all Pullman and statutory training sessions as advised by the Reservations Manager
* To take part in Signature Training and then take Signature phone
Additional Information
* Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK
* Pension Scheme: Secure your future with our contributory pension plan
* Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide
* Complimentary Meals: Free meals provided whilst on duty
* Wellness Perks: Free access to the hotel gym
* Employee Assistance Programme: Confidential support available 24/7
* Annual Leave: Up to 33 days of annual leave per year (including public holidays)
Salary: £14.96 per hour (£30,338 per annum)
The successful candidate must already have eligibility to work in the UK