Reservations Agent - London

Hotel Reservations Agent – (Opera Users Only) Imperial Hotels London Group – based at the Commercial Office 40 hours a week (5 Days out of 7 Days weekly rota) 25,702.00 + Benefits Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes The Royal National Hotel which remains UK largest hotel with over 1,600 rooms, The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Deluxe Hotel in 2024. We are currently recruiting for Reservations Agents at Imperial London Hotels Group based in the heart of Bloomsbury to join our vibrant and multi-cultural team . We don’t want you to work for us, we want you to work with us and be part of our ILH Family. As Reservations Agent you are the first point of contact that our guests have with Imperial London Hotels, building rapport and trust quickly over the telephone, understanding their individual requirements to enjoy a memorable stay at one of our 7 London hotels. What you will be doing Your key duties will be as follows: First point of contact with our guests, travel agents or other third-party partners ensuring that any disputes are resolved in an efficient and professional manner. Responds promptly with reservations for Imperial London Hotel group, updates and amends bookings through Opera, ensuring that all bookings are accurately entered into the system in a timely manner. Responds positively to all sales enquiries and is able to convert enquiries into future bookings. Works closely with Group/ Contacts team ensuring a smooth co-operation with suppliers and maintaining a good working relationship. Receives and monitoring daily reservations request from suppliers, ensuring correct rates are confirmed and bookings comply with contracts. Provides our guests with good knowledge of our hotel facilities, public areas, restaurants and bedroom types. Supports Hotel Reception teams within hotel group ensuring any reservation or payment queries are resolved promptly. Keeps up to date and provides information on new and current offers, packages, price and information about the hotels in the group. Makes considered and throughout booking and allocation decision based on availability and knowledge of prevailing market conditions. Provides full website support to Guests as required. What we would like from you Previous experience gained in a Reception/Reservations or Call Centre environment. Working knowledge of Opera would be beneficial. You will have a good level of spoken and written English. Has a genuine interest in providing the best service for the customer. Has a confident and engaging telephone manner with ability to build rapport quickly. You will have the ability to effectively problem solve ensuring that any complaints are resolved in a calm and professional manner. Excellent organisational skills and time management skills with the ability to balance different priorities. What you will get in return 28 Days Holiday pro-rata increasing with length of service up to 33 days Free meals on duty Uniform & dry-cleaning Workplace pension scheme 300 Refer a Friend Scheme Employee recognition Employee awards Social events Interest-free Season Ticket Loan / Travelcard Loan 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability) Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets Shopping discounts across several high-street brands and online retailers (via Each Person) Nursery Scheme via Each Person (subject to eligibility) Early Pay – Instantly access a portion of the pay you’ve already earned Mental health first aiders support & well-being Employee Assistance Programme- Supported by Hospitality Action Career & Development Benefits: Training and development through our Imperial London Hotels Academy Access to fully funded apprenticeships (subject to eligibility) 1,000 for your chosen course for development once you complete our Buddy programme (subject to eligibility) Access to Supported Study Scheme (subject to eligibility) Annual Free English Course accredited by UCL Centre for Languages & International Education Opportunity to explore other roles within Imperial London Hotels after 1 year of service Extended Benefits: Technology Scheme (subject to eligibility) Cycle to Work Scheme (subject to eligibility) Electrical Car Scheme for senior management positions only (subject to eligibility)