Reservations & Events Agent (Shoreditch)

Do you want to be a part of something unique? We are a boutique lifestyle hotel based in the cultural, creative and trendy scene of Shoreditch and we are currently on the hunt for a dynamic and charismatic Reservations & Events Agent! Our team strives to be friendly, supportive and inclusive and we are always looking for people who live and breathe these values.

Your role as a Reservations & Events Agent:

• Answers all inbound calls, emails and general enquiries in a friendly manner, using clear English communication whilst promptly providing accurate information regarding availability of accommodations and other requested information.
• Assist other departments such as Sales, Events, and Front Office with reservation related questions, billing, and general hotel enquiries.
• Maintain system quality making sure reservations are processed accurately and checked regularly, along with inventory control to maximise revenue and meet customer needs.
• Remain calm and polite especially during busy hotel activity. Resolve complications and complaints using previous experience and good judgement.
• Maintain complete knowledge of all hotel services/features and hours of operation.
• Determine from reservations any sales lead for future business and ensure these are followed up within the Sales team.
• Accurate administration and control of all Groups, Conference & Events related reservations and blocks via Groups & Events Delphi FDC system, OnQ R&I/PM.
• Send accurate groups & events proposal in line with hotel requirements.
• Ensure that all BEOs are created with accuracy along with all the event planning and handed over to all Operations teams on a weekly basis for the following week plus any last minute event.
• Arrange events setups in line with BEOs and liaise with Operations teams.
• Meet & greet nominated conference contact or organizer to check on their satisfaction and the setup of the meeting rooms on the day of the event.
• Arrange and carry out hotel show rounds to support on prospection, conversion and account management.
• Promote positive relations with guests and employees.
• Assist in other duties as deemed necessary by the Reservations & Events Manager and Commercial Director.
• Maintain daily communication with the Front Office team.
• Prioritise and organise work assignments, have timely follow up and execution.
• Be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales.
• Upsell and cross sell as frequently as possible to ascertain special occasions and to add as many comments as possible to reservation details.
• Understand and be fully conversant with e-mail, booking engines (websites) and other office applications.

Your rewards:

• 28 days holidays increasing with length of service.
• Discounted rates in Hilton hotels with Go Hilton team member and Friends & Family program.
• Access to Perks at Work with amazing discounts and collection of points on online stores.
• Company’s Pension.
• Meals on duty with e-vouchers.
• Discounts on F&B outlets.
• Access to Employee Assistance Program.
• Life Assurance.
• Recommend a Friend Scheme.
• Most importantly: Trainings to get started and continue to grow and loads of opportunities to progress.

The annual salary for this role is £27,851.20, with the opportunity to earn additional income through incentives.

A bit about you:

• Previous experience with OnQ PMS system is preferred.
• Previous experience in the reservations/front office departments within the hotel industry.
• Have full integrity.
• High level of IT proficiency.
• High level of commercial awareness and sales capabilities.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high level of customer service.
• Ability to work under pressure.
• Flexibility to respond to a variety of work situations.
• Ability to work on your own and as part of a team.
• Attention to details.

About Curio Collection by Hilton Hotels: Hilton’s Curio Collection brand appeals to travellers seeking one-of-a-kind discoveries and authentic experiences. Each Curio Collection by Hilton hotel is part of the destination it calls home — authentically embodying the distinct culture and spirit of the community in which they reside.

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. Documentation will be required at interview stage.

Looking forward to receiving your application!