The Copthorne Tara Hotel London Kensington is looking for Reservations Executive t o oversee the day-to-day running of the department, supporting the reservations team and ensuring completion of all departmental tasks in accordance with SOPs. To support Reservations Management in order to achieve departmental targets and objectives and Hotel Mission Statement. To enter correct booking information into Opera Cloud in a timely matter and to operate with a selling attitude at all times in order to maximise room sales and Hotel Revenues. To train new and existing team members as per SOPs.
Reservations Executive key responsibilities:
Manage telephone and email reservation enquiries in a prompt and professional manner and in accordance with Hotel standards, ensuring accuracy and attention to detail at all times.
To ensure that the inbox fully up to date and that all quotes are responded to within 4 hours and all other emails are dealt within 24 hours of receiving
To be fully conversant with the Opera Cloud system and Windsurfer and to apply it to individual and FIT/ Wholesale bookings.
To be fully aware of all department standards of performance and procedures and to follow them. To have a comprehensive understanding of the departmental telephone standards and that calls are answered and handled in a timely manner in accordance with departmental standards.
To provide a courteous, co-operative and professional service to clients and all departments in the Hotel at all times.
Assist in setting goals and developing new ideas to improve organizational processes in order to increase our ability to receive process and confirm room reservations.
Contribute to team efforts of controlling rooms inventory including allocation and reservations to areas of maximum yield, inform management of any need periods or concern dates
To complete daily tasks depending on the shift assigned to agent per day.
Investigate any no shows to maximise the amount that are charged and complete daily no show report.
To complete the arrivals checks, ensuring all bookings are entered in to the system and have all the necessary details including payment methods and back-ups, to ensure there are no issues upon check in.
To follow up on traces on a daily basis and action them accordingly.
To ensure cancellation policies are followed and deposits are taken correctly.
Ensure accuracy of reservation market codes according to company guidelines
To positively contribute towards departmental and hotel targets, objectives and budgets.
Drive daily activities including guest profile updates, room allocation, changes to reservations, VIP & IA through allocation of duties to increase accuracy and efficiency of information disseminated throughout the hotel regarding guests
Control rooms inventory including FIT allocation/Wholesale bookings & reservations to areas of maximum yield and action the bookings in timely manner.
Supporting the reservations team through coaching, help in creation of SOPs, training to improve their upselling skills to improve average room rate and overall yield penetration.
Ensuring effective communication within the department on promotional activities within the hotel, including food & beverage activities and in room promotions to assist in achieving/exceeding our revenue goals.
Analyze and take immediate actions on a monthly basis to assist to improve OTA, Trip Advisor reviews/rating and other online engines for guest satisfaction feedback.
Train and guide all Reservations and Front Desk staff to ensure consistency in selling according to set strategies, in a timely and effective manner.
Adhere to company policies with regards to pricing structure, sell strategies and Third Party Intermediary Standards
Ensure all tasks are completed daily and task lists are submitted to management and signed off accordingly
Complete other adhoc responsibilities as assigned by HOD.
To comply with any reasonable instructions issued by management team or HOD.
To attend any training sessions as required
Reservations Executive will have:
Experience and knowledge of Opera.
Capacity to complete jobs within the deadlines.
Team Management skills
Excellent organizational skills and the ability to multitask and work under pressure.
We offer a benefits package including:
Social Events, Wellbeing and Team Activities
Training and development
Cash Health Plan cover option available
Pension Salary Sacrifice Scheme
Career development and salary reviews
Interest free Season Ticket Loan Scheme
1 Volunteer Days per year (fully paid and in addition to your annual leave)
Complimentary meals prepared for you by our chefs
Length of Service related holiday scheme
My Millennium discount perks
Discount on Accommodation worldwide and 50% Food and Beverage Outlets
Life Assurance
Recommend a Friend Scheme
***As well as real opportunities to develop and gain promotion within the industry.
About the Hotel
The Copthorne Tara Hotel London Kensington is an elegant contemporary 4-star hotel in prestigious Kensington, located two minutes walk to High Street Kensington Underground station, making exploring easy. The hotel offers well-appointed and comfortable guest rooms combining Standard, Superior and Club accommodation. Club rooms offer iconic views over the city and include Club Lounge access for complimentary breakfast and refreshments.
Guests can sample the authentic Singaporean, Malaysian and Chinese cuisine at Bugis Street, traditional pub fare at the Brasserie Restaurant & Bar or relax in our tea lounge.
About the Group
Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide. In Europe, our 21 hotels provide the perfect gateway to explore landmark locations, with many iconic attractions and business hubs close by.
Properties under the group are placed into four collections: Lengs Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore Mayfair. Each collection has its own distinct personality, character and clearly defined hotel brands within it; tailored to suit different types of guests
We are an equal opportunities employer.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the United Kingdom. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
To improve compliance with identity document validation, successful applicants will provide their right to work in UK which will be verified using Trust ID Scanners and Software.
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