At a Glance
- Tasks: Assist guests in booking stays at iconic London hotels and provide exceptional customer service.
- Company: Join Imperial London Hotels, a historic and vibrant hotel group.
- Benefits: Enjoy 20 days holiday, discounts, training opportunities, and a supportive work environment.
- Other info: Hybrid working model with great career growth potential.
- Why this job: Be the first point of contact for guests and create memorable experiences.
- Qualifications: Customer service experience and excellent communication skills are essential.
The predicted salary is between 24833 - 30351 £ per year.
- Role: Central Reservations Executive
- Location: Hybrid working - 4 days in the office in Bloomsbury, London & 1 day WFH
About The Role
We're looking for a customer-focused Central Reservations Executive to join our Central Reservations team, helping guests from around the world plan their stay at one of our iconic London hotels.
As the first point of contact for many of our guests, you'll play a vital role in delivering exceptional service, providing expert guidance and turning enquiries into bookings.
Whether supporting a family planning their London getaway, a business traveller seeking the perfect stay, or a returning guest who loves our hotels, you'll ensure every interaction is professional, seamless and memorable.
This is a fantastic opportunity for someone who enjoys speaking with people, thrives in a fast-paced environment and wants to build a career within one of London's largest independent hotel groups.
- What You’ll Be Doing
- As our Central Reservations Executive, you'll support guests throughout the booking journey whilst maximising revenue opportunities across our hotel portfolio.
- Managing reservations enquiries via telephone, email and online booking channels.
- Processing new bookings, amendments, cancellations and special requests accurately and efficiently.
- Providing guests with information on our hotels, room types, facilities, promotions and services.
- Upselling rooms, packages and additional services to enhance guest experiences and drive revenue.
- Supporting travel agents, corporate clients and online travel partners with reservations queries.
- Resolving booking-related issues professionally and ensuring a positive outcome for guests.
- Working closely with Reception, Revenue, Sales and hotel teams to ensure a seamless guest journey.
- Maintaining accurate reservation records and ensuring all guest information is entered correctly.
- Contributing towards team targets for conversion, responsiveness, revenue generation and customer satisfaction.
- What We’re Looking For
- We're looking for someone who enjoys helping people, has great attention to detail and takes pride in delivering outstanding customer service.
- Experience in a reservations, hospitality, hotel or customer service environment
- Excellent communication skills, both written and verbal.
- Strong customer service and problem-solving abilities.
- The ability to manage multiple tasks while maintaining accuracy and attention to detail.
- Good knowledge of Microsoft Office, particularly Outlook and Excel.
- Confidence working in a fast-paced, guest-focused environment.
- A positive attitude and willingness to learn.
- The ability to build strong working relationships across teams and departments.
- Experience using hotel reservation or Property Management Systems would be beneficial but is not essential.
- You’ll be happy with shift patterns either from 8am to 4:30pm or from 10:30am to 7pm
- What You’ll Get
- 20 days holiday (plus Bank Holidays)
- Access to ILH Training Academy programmes, apprenticeships and supported study
- Holiday Purchase Scheme
- Complimentary uniform dry cleaning, plus discounted personal dry cleaning
- Interest-Free Season Ticket Loan
- Workplace Pension
- Team Member Rate and 50% Friends & Family Hotel Discount
- 50% Discount across ILH Restaurants & Bars
- Discounted drinks at Blooms Café
- Employee-funded Health Cash Plan
- Local Bloomsbury discounts
- Early Pay Access
- Shopping discounts with selected retailers
- Salary sacrifice schemes including nursery care, cycle to work and technology
- Access to Mental Health First Aiders, wellbeing support and our Employee Assistance Programme
About Us
For nearly 200 years, Imperial London Hotels has welcomed guests to the heart of Bloomsbury.
Today, we’re proud to operate a collection of iconic hotels at the centre of one of London's most vibrant districts.
As part of our Central Reservations team, you'll play a key role in shaping our guests' first impression of Imperial London Hotels.
Every conversation, every enquiry and every booking helps create the outstanding experiences we're known for.
If you're passionate about customer service, enjoy helping people and want to be part of a friendly and supportive team, we'd love to hear from you!
Central Reservations Executive in London employer: Imperial London Hotels
At Imperial London Hotels, we pride ourselves on being an exceptional employer that values the growth and development of our team members. With a hybrid working model in the vibrant Bloomsbury area, we offer competitive salaries, excellent benefits, and a culture that fosters innovation and collaboration. Join us to make a meaningful impact in a supportive environment where your contributions are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Central Reservations Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Imperial London Hotels. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Imperial London Hotels before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Central Reservations Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Imperial London Hotels:Your cover letter is your chance to shine! Tell us why you want to work at Imperial London Hotels specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Imperial London Hotels!
How to prepare for a job interview at Imperial London Hotels
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
