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For Companies At a Glance
- Tasks: Join our team as a Reservations Agent, handling bookings and providing top-notch customer service.
- Company: Be part of the Holiday Inn Express, a vibrant hotel in the heart of Derry, Northern Ireland.
- Benefits: Enjoy competitive pay, 28 days holiday, discounted stays, and ongoing training opportunities.
- Why this job: Experience a dynamic work environment with a focus on hospitality and guest satisfaction.
- Qualifications: Must have hotel reservations experience, great customer service skills, and a positive attitude.
- Other info: Flexible hours and opportunities for growth in a supportive team.
The predicted salary is between 24000 - 36000 £ per year.
Who are we
The Holiday Inn Express, Derry, nestled in the heart of Northern Ireland, a short stroll from the historic 17th Century Walled city is a bustling hub of hospitality. Boasting 119 modern accommodations, our hotel is situated amidst the vibrant cultural tapestry and breathtaking landscapes of Derry. As part of the esteemed Holiday Inn brand, we are dedicated to providing exceptional service and unforgettable experiences to our guests. Whether it’s for business, leisure, or a special occasion, our hotel offers the perfect retreat in this picturesque city.
Role Responsibilities
- The hotel is now actively looking to recruit a Reservations Agent to join the busy Reservations teams.
- The ideal person will have experience within hotel Reservations and brand experience (if applicable).
- The person will also be able to demonstrate great customer service skills, a friendly and positive attitude and ensure customer expectations are pro-actively met with a high level of attention to detail.
- Responding to all telephone enquiries and emails in a timely, friendly, confident & professional manner, displaying a clear & comprehensive knowledge of the hotel, its facilities and details of other hotels in the Group, taking every opportunity to upsell & refer business at all times.
- Recording full and accurate details of guest requirements and bookings as per Company and hotel procedures.
- Making clients aware of the full terms and conditions of the bookings, including the cancellation policy and the need to confirm bookings prior to arrival.
- Maximise revenue taking every opportunity to upsell.
- Booking third party services in accordance with Company and hotel procedures.
- Having knowledge of, and operating, the hotel’s cash handling and security procedures.
- Handling challenging customer queries politely and swiftly, in conjunction with your Line Manager as necessary.
- Maintaining operational standards to the highest possible level in respect of service, hygiene, health & safety and ensuring minimal wastage.
- Preparing promotional material for offers and packages, as instructed.
- Liaising with the Reception Team, communicating guests requirements and details of forthcoming special bookings.
- Accountability for billing of reservations and ensuring pre-payment where required.
- Complete daily, weekly & monthly checks.
Key Requirements
- Highly motivated, with a ‘can do’ attitude.
- Confidence & ability to undertake proactive sales activity to include telesales & some face to face sales.
- Strong desire to seek, find & convert new bookings.
- Uses a structured approach to ensure both proactive & reactive sides of the Reservations role are delivered.
- Driven & confident enough to achieve stretching results through planning, review & revision of processes.
- Naturally inquisitive & capable of handling objections and negotiating with confidence.
- Passionate & enthusiastic.
- Fully competent in the use of a computerised booking system.
- Organised and works well under pressure.
- Flexible approach to hours of work to ensure that the needs of the business are met.
- Demonstrate flexibility to embrace new trends and changes.
- Operating knowledge of other departments.
- Strong Commercial awareness.
- Knowledge of OnQ & Delphi operating systems is desirable.
Benefits
- Competitive salary.
- Excellent on-going support, training and development.
- 28 days holiday including Bank Holidays per annum.
- Stakeholder Pension entitlement.
- Discounted hotel room rates for you, your friends and family.
- On-going incentives and rewards.
- Meals on duty.
Locations
Reservations Agent employer: Focus Hotels Management Limited
Contact Detail:
Focus Hotels Management Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservations Agent
✨Tip Number 1
Familiarise yourself with the Holiday Inn brand and its values. Understanding their commitment to exceptional service will help you align your approach during interviews and demonstrate that you're a good fit for their team.
✨Tip Number 2
Brush up on your customer service skills, especially in handling challenging queries. Be prepared to share examples of how you've successfully managed difficult situations in the past, as this will showcase your ability to maintain professionalism under pressure.
✨Tip Number 3
Gain a solid understanding of the hotel’s facilities and local attractions. This knowledge will not only help you answer guest inquiries confidently but also allow you to upsell services effectively during your interactions.
✨Tip Number 4
Practice your sales techniques, particularly in telesales and face-to-face scenarios. Being able to demonstrate your proactive sales abilities will set you apart from other candidates and show that you're ready to contribute to the hotel's revenue goals.
We think you need these skills to ace Reservations Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in hotel reservations and customer service. Use specific examples that demonstrate your ability to upsell and handle customer queries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the Holiday Inn brand. Mention your proactive sales approach and how you can contribute to maximising revenue for the hotel.
Showcase Your Skills: In your application, emphasise your organisational skills and ability to work under pressure. Provide examples of how you've successfully managed bookings and customer expectations in previous roles.
Research the Company: Familiarise yourself with the Holiday Inn Express, Derry, and its offerings. Understanding the hotel's unique features and the local area will help you answer questions confidently during the application process.
How to prepare for a job interview at Focus Hotels Management Limited
✨Know the Hotel Inside Out
Familiarise yourself with the Holiday Inn Express, Derry, its facilities, and the surrounding area. Being able to discuss the hotel's offerings and local attractions will show your enthusiasm and preparedness.
✨Demonstrate Customer Service Skills
Prepare examples of how you've provided excellent customer service in the past. Highlight your ability to handle challenging situations with a friendly and professional attitude, as this is crucial for a Reservations Agent.
✨Showcase Your Sales Ability
Be ready to discuss your experience with upselling and converting bookings. Think of specific instances where you successfully increased revenue through proactive sales techniques.
✨Be Organised and Detail-Oriented
Emphasise your organisational skills and attention to detail. Discuss how you manage multiple tasks under pressure, as this role requires accuracy in booking details and handling customer queries efficiently.
