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 you'll manage reservations, respond to guest enquiries, and ensure each interaction is handled with care.
Responsibilities:
* 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 thorough booking and allocation decision based on availability and knowledge of prevailing market conditions.
Requirements:
* Passionate about delivering exceptional customer experiences from behind the scenes
* Excel at building strong relationships through clear and professional communication
* Ready to help ensure smooth and efficient operations in the hospitality industry from the comfort of an office setting
* 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:
* Previous experience in a hospitality or travel office environment
* Multilingual: Proficiency in additional languages is a bonus
* Degree in Hospitality or a related field
Benefits:
* 28 Days Holiday pro-rata increasing with length of service up to 33 days
* Free meals on duty
* Uniform & dry-cleaning
* Workplace pension scheme
* £300 Refer a Friend Scheme
* Employee recognition
* Employee awards
* Social events
* Interest-free Season Ticket Loan / Travelcard Loan
* 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability)
* Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets
* Shopping discounts across several high-street brands and online retailers (via Each Person)
* Nursery Scheme via Each Person (subject to eligibility)
* Early Pay - Instantly access a portion of the pay you've already earned
* Mental health first aiders support & well-being
* Employee Assistance Programme- Supported by Hospitality Action
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