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- Tasks: As a Reservations Agent, you'll handle guest inquiries and maximize bookings.
- Company: Join Graduate by Hilton Cambridge, a unique hotel inspired by the University of Cambridge.
- Benefits: Enjoy discounts, free meals, and a supportive work environment with growth opportunities.
- Why this job: Be part of a fun team that values hard work and celebrates achievements.
- Qualifications: Customer service experience is a plus; strong communication skills are essential.
- Other info: This role requires you to be on-site 5 days a week.
The predicted salary is between 28800 - 43200 £ per year.
Graduate Hotels is seeking a Reservations Agent to join Graduate by Hilton Cambridge and its brilliant team of hospitality enthusiasts!
The 148-bedroom Graduate by Hilton Cambridge hotel is part of the Graduate Hotels collection inspired by the prestigious University of Cambridge and its surrounding town. Set right on the River Cam, in the heart of Cambridge's historic centre. The hotel feels like an extension of the university, with nods to college architecture.
THE ROLE
As a Reservation Agent , you will deal with all incoming queries for bedroom reservations by telephone, web enquiry and email. You will also assist guests with existing bookings to ensure we maximise all revenue opportunities for the hotel. The Reservation Agent will also support other departments, especially reception, ensuring that all guests have a memorable experience with us.
JOB DUTIES AND RESPONSIBILITIES
- Answering all incoming Reservation enquiries, by telephone or email, in a timely manner and wherever possible to convert them to bookings.
- Being fully knowledgeable of the operation, functionality and standards required in using the OPERA reservations system.
- Inputting reservations into the Property Management System, ensuring all details are accurate and complete in line with the agreed departmental standard.
- Maintaining accurate filing systems for all correspondence within the department and ensuring filing is completed daily.
- Ensuring all system traces are actioned on a daily basis to ensure all 'no-shows' from the previous night are followed up and charged accordingly.
- Proactively calling all upcoming arrivals in line with the agreed timeframe provided.
- Encouraging the upselling of products, rooms & amenities.
- Working alongside Sales, Front Office & Revenue to ensure all enquiries are handled in the most appropriate manner.
- Creating and distributing reports to relevant HODs and the General Manager in a timely manner when requested.
- Supporting the Front Office team in duties as and when required.
- Responding to guest enquires via our OTA's within a timely manner.
- Other duties can be assigned within the scope of the role.
WHAT WE ARE LOOKING FOR FROM YOU
- Knowledge of PMS (desirable) – OnQ and Delphi.
- Previous hotel or customer service experience (desirable).
- A positive attitude and someone who makes our guests smile.
- A great team player who works well with others.
- Strong verbal and written communication skills.
- Proficient in using M.S. office software applications, including M.S. Office, Excel, PowerPoint etc.
- Able to be at the hotel – 5 days a week. This isn't a home working role.
THE PERKS
As a valued member of the Graduate by Hilton Cambridge team, you'll enjoy a range of exciting benefits, including:
- Hilton Team Member Travel Program: Enjoy discounted hotel stays and food & beverage at Hilton properties worldwide.
- Hilton University: Continuously develop your skills and knowledge through our dedicated learning platform.
- Generous “Recommend a Friend” Scheme: Earn rewards by referring talented individuals to join our team.
- Exclusive Discounts: Access savings and cashback from a wide range of retail and leisure outlets.
- Employee Assistance Program: Get 24/7 support with a dedicated helpline for your well-being.
- Complimentary Meals: Enjoy free meals during your shift at our modern Team Restaurant.
- Recognition and Incentives: Celebrate with your team through recognition programs and exciting incentives.
- Inclusive and Sustainable Initiatives: Actively participate in programs aimed at building a more inclusive and sustainable world, in line with our ECG policy.
- Free Parking: Convenient parking available for cars, mopeds, scooters, and bicycles.
At Graduate by Hilton Cambridge, we offer more than a job we create a memorable experience. Along with competitive benefits, we provide opportunities for both personal and professional growth. Above all, we prioritize people in everything we do. While we take pride in our hard work, we also ensure that fun and appreciation are an integral part of our culture. Join us and feel valued every step of the way!
ABOUT GRADUATE HOTELS
Graduate Hotels is a unique collection of handcrafted hotels in the most dynamic university towns around the globe, including Graduate by Hilton Cambridge and The Randolph Hotel in Oxford. We give life to physical spaces through thoughtful design and strong community ties. Graduate Hotels provides students, locals, and visitors alike a place to reflect and celebrate the unique energy of each Graduate community.
As a Graduate Hotels Team Member, you are the one shaping guest experiences. You like to wear multiple hats and consider yourself a local expert, storyteller, team player and creative thinker. Visit us at
EQUAL OPPORTUNITIES
We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity.
RIGHT TO WORK
In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom.
AMRT1_UKCT
Reservations Agent employer: Graduate Cambridge
Contact Detail:
Graduate Cambridge Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservations Agent
✨Tip Number 1
Familiarize yourself with the OPERA reservations system, as it's crucial for the role. If you have access to any online tutorials or training resources, take advantage of them to boost your confidence.
✨Tip Number 2
Brush up on your customer service skills! Since you'll be dealing with guests directly, practice how to handle inquiries and complaints effectively to ensure a positive experience.
✨Tip Number 3
Network with current or former employees of Graduate Hotels. They can provide valuable insights into the company culture and what it takes to succeed in the Reservations Agent role.
✨Tip Number 4
Show your enthusiasm for hospitality during the interview process. Share personal experiences that highlight your passion for creating memorable guest experiences, as this aligns with the hotel's values.
We think you need these skills to ace Reservations Agent
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Reservations Agent position. Highlight key responsibilities and required skills, such as knowledge of PMS systems and strong communication skills, to tailor your application.
Craft a Tailored CV: Customize your CV to reflect relevant experience in hotel or customer service roles. Emphasize any previous work with reservations systems and your ability to handle guest inquiries effectively.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the hospitality industry and the specific role at Graduate by Hilton Cambridge. Mention how your skills align with their values and how you can contribute to creating memorable guest experiences.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in a reservations role.
How to prepare for a job interview at Graduate Cambridge
✨Know the Hotel and Its Culture
Before your interview, take some time to research Graduate by Hilton Cambridge. Understand its unique connection to the University of Cambridge and how it reflects in the hotel's atmosphere. This knowledge will help you demonstrate your enthusiasm for the role and align with the hotel's values.
✨Familiarize Yourself with OPERA
Since the role requires knowledge of the OPERA reservations system, make sure to familiarize yourself with its functionalities. If you have prior experience with similar Property Management Systems (PMS), be ready to discuss that and how it can benefit your performance as a Reservations Agent.
✨Showcase Your Customer Service Skills
Prepare examples from your previous experiences where you provided excellent customer service. Highlight situations where you turned inquiries into bookings or resolved guest issues effectively. This will showcase your ability to create memorable experiences for guests.
✨Demonstrate Team Spirit
As a Reservations Agent, you'll need to work closely with other departments. Be prepared to discuss how you collaborate with team members and support others in achieving common goals. Share specific examples of teamwork from your past roles to illustrate your collaborative nature.
