Reservations Agent

It all begins with a cookie... Here at Doubletree by Hilton London Hyde Park, we CARE for our colleagues, as much as we do for our guests. Why should you join our team? Because we are genuinely passionate about delivering truly memorable experiences. Everyone can achieve their goals here, no matter who you are and where you come from, the career and learning opportunities are endless.

What’s in it for you:

· A competitive salary, reviewed annually

· Reservations Incentive schemes withunlimited earning potential

· An industry leading Team Member Travel Programme with head-spinning discounts on room rates and Food and Beverage

· Learning and development opportunities throughout the year and through Hilton University

· A stable and comfortable work environment along with all the tools and trainings to do your job

· A free meal while on duty

· Yearly increasing holiday allowance to up to 33 days

· A real chance to grow your career where internal promotions are always considered as first option

· A smart uniform to wear with pride

· Team Member Referral Programme

What you will be doing:

To provide exceptional service to all prospective and current guests of the hotel, ensuring hotel quality standards are maintained whilst achieving maximum revenue and guest satisfaction.

To proactively sell the hotel facilities to ensure the budgeted figures are achieved/exceeded.

KEY OBJECTIVES

To receive enquiries and take the appropriate follow up action necessary to convert this to a ‘sale’

Handle all enquiries and bookings, offering a personal service as per the standard operating procedures.

As a member of the Reservations Team maximise conversion and revenue for rooms and meeting room sales

To be involved in sales activities if required, to ensure the successful launch and continued business success of the hotel

People, Profit and Quality
Primary focus for this role is room reservations (individuals and groups), however as a member of the Sales and Revenue Team the secondary focus is on meeting room sales.

People

To provide information and assist prospective guests with enquiries

To aid and assist guests throughout their stay in a friendly and professional manner

In the event of a guest being lost – personally take them to their place of destination

To be fully aware of daily activities in the hotel

To maintain good working relationships with colleagues in the Reception area and other departments of the hotel

To attend training when required

To constantly improve and develop product knowledge to maximise quality of service

To work flexibly and cross train in other departments, to develop your knowledge and assist in the event of absence cover, and allow service standards to be maintained.

To be fully conversant with the Hotel policy on:

Fire & Evacuation

Security procedures

Health & safety policy

Personnel & Training procedures

Profit

Participate in guest activities that promote the hotel product and its services

To create and take advantage of sales opportunities in order to maximise hotel revenue

To be fully aware of the hotel facilities and promote them whenever possible

To answer telephones promptly and correctly to maximise business and minimise guest frustration

To take reservations for room bookings and/or meeting room bookings and record in PEP PM

To be consistently aware of the hotel’s availability and sell rooms/meeting rooms at the best possible rate

To maintain a high level of awareness of local competitors and trends

To remain focused on sales and standards

Work within the departmental budget, maximising revenue and minimizing expenditure

To ensure that bookings are entered accurately and the correct rate is quoted to the guest

To ensure bookings and rates are entered accurately in PEP PM. Actively follow up to convert business. Ensure payment terms and conditions are met.

Quality

To ensure that guests receive an exceptional level of service and will want to return

To help maintain the hotel, collect any litter, remove/report hazards

To comply with brand, hotel and company operating standards

All employees

To attend training when required

To be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work.

To participate in your annual review discussion and any subsequent conversations to review performance and objectives.

To have a flexible approach to the hours you are required to work.

To be fully aware of and adhere to the health and safety regulations concerning your employment and promote and safe environment for yourself, your colleagues and our guests.

Due to the nature of our business this is by no means a complete listing of the responsibilities of the role and you may be asked to complete other duties as a result of a business need.

Performance Measurement
For minimal guest complaints to be received for front office areas, service issues, conference room areas and reservation queries.

Minimal errors/guest complaints due to information being correctly entered in booking system

High percentage of volume of business, conversion, up sells, cross sells

Compliance with brand standards and ensure that the hotel achieve the required rating in the annual audit

Specifications

Desirable to have previous experience from a similar role

Able to work flexibly including weekends and early and late shifts

Excellent written and verbal communication skills

Excellent telephone manner

Strong negotiation skills

Computer literate

Who we are:

From thoughtful touches and friendly service to our warm chocolate chip cookie welcome, we’re here to make our guests feel as comfortable as possible, right from the start. The niceness they experience with us stays with them long after they check out, and we wouldn’t have it any other way.

If you’d like to know more about this role, email us directly

Job Types: Full-time, Permanent

Pay: £24,000.00 per year

Work Location: In person