Hotel Reservationist

Aldwark Manor Estate is currently a 60 bedroomed Hotel which is popular for weddings and meetings with space for water activities and outdoor team building. We are an 18-hole golf course with multiple dining Food and Beverage outlets including our new fine dining restaurant Chartwell. We are also in the process of adding an additional 25 bedrooms and additional meeting rooms. As a Reservationist you will help to organise guest requests with relevant departments within the hotel. Your role will also see you preparing daily checks and updating accordingly, updating all OTA (Online Travel Agent) emails and all new reservations that are received while processing payments where applicable. ensuring the delivery of an exceptional guest experience at all times

Main duties and purpose of the role:

• To be responsible for delivering high quality reservations booking experience ensuring sales and revenue opportunities are maximised in line with budgeted targets, whilst exceeding customer expectations.

• To ensure all reservation enquiries are handled in line with company standard.

• To ensure specific telephone handling targets are delivered through efficient time management, striving for zero tolerance on abandoned calls

• To be proficient in the handling all types of enquiries from various sources e.g. Email, Voice, 3rd Parties etc

• To ensure all correspondence is answered and filed accurately

• To be confident in handling of all types of customers including both direct agencies, understanding how to adapt techniques and approach

• Processing, amending and updating bookings as required

• Converting enquiries into sales

• Top quality customer service

• To be aware of guest requirements relating to their booking to eliminate customer complaints

• Working as part of a great team

• Take enquiries and bookings via telephone and online bookings

• Creatin reservations / sales for spa, golf and restaurant

• Ordering / organising additional requirements for guests e.g. flowers, cakes

• Creating event sheets for large groups and communicating out to the team

• A natural elegance and passion for providing a luxurious level of service that is personalised, confident and calm.

• A proven background in a similar role, ideally gained within a luxury 4* hotel.

• Proven selling skills and attention to detail in product knowledge.

• Your communication skills will be exceptional in order to flawlessly connect with guests from all over the world – fluent level of spoken English is essential and another language is advantageous.

What we look for:

• Genuine passion for the hospitality industry and for delivering exceptional customer service You have a fantastic personality and love helping to create great experiences

• Experience of working with guests / customers in high pace environment

• Reservation Agent or Reception experience is desirable

• Confident computer user

• Great communication skills

• Maximising revenue through upselling

• You’ll be delivering attentive customer focused service, understand brand standards and enjoy working as part of a successful team.

• Guestline knowledge would be preferred but full training can be given

• Employee assistance programme

• Employee discount

• Referral programme