Groups Desk Executive

We are currently recruiting for a Groups Desk Executive to join and lead our Truly Talented team in London. In this role, you will provide an industry-leading group booking and enquiry experience by handling contacts via phone, emails and other mediums to match products with guest needs resulting in revenue generation, brand preference and customer loyalty.

KEY RESPONSIBILITIES

• To ensure all group reservations are dealt with in line with the hotel's selling strategy and in accordance with company standards (including effective handling of enquiries by phone, email, and maintaining reservations inbox).
• To manage any booking amendments, cancellations and other booking updates including but not limited to billing instructions and data entry.
• To communicate any chargeable cancellations to the hotel team so charges may be raised under the correct department code.
• To ensure all enquiries are chased in a timely manner and all stages of the booking are being managed in accordance with company standards.
• To be fully conversant with all facilities, services and special promotions offered by the hotel and use this information to maximise group sales.
• To offer tailored solutions to meet group needs and preferences, as well as personalised assistance to group organisers.
• To ensure enquiries are managed to maximise sales, occupancy, and revenue, including upselling, F&B and relevant hotel facilities wherever possible.
• To provide a seamless customer experience through effective use of systems while using information and tools appropriately.
• To ensure all revenue is tracked accurately and timely. Ensuring that invoices for deposits are issued in a timely manner and paid within the payment terms.
• Finalise and communicate group rooming lists to the Hotel operations team.
• To respond to all guest communication professionally, ensuring personalisation and customisation to deliver excellence in service.
• Take ownership of all guest requests and feedback, either prior to arrival, during their stay or after checkout.
• Ensuring correct recording and follow up of requests or issues to guarantee delivery in a timely manner in line with guest expectation.
• To promote the image of the hotel and the Company by the provision of quality customer care standards both internally and externally.
• To protect personal data of guests and team members following GDPR and PCI training.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Benefits

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B.
• 28 days holiday, including bank holidays, increasing yearly to 33 days.
• Discounts across retail, restaurants, events and more through our benefits & rewards portal.
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing.
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay.
• Yearly complimentary Axiom Xcape stayover after one year of service.
• A growing team with great training, progression, and promotion opportunities.
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire.
• Free meals while on shift.
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels' impact on the environment through internationally recognised eco-label certification. Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.