At a Glance
- Tasks: Manage reservations and provide top-notch service to guests at a vibrant hotel.
- Company: Join the newly renovated Mercure London Earls Court, part of the Accor family.
- Benefits: Enjoy discounted stays, free meals, and career growth opportunities.
- Other info: Engage in exciting CSR activities and develop your talent globally.
- Why this job: Be part of a dynamic team and create memorable experiences for guests.
- Qualifications: Strong communication skills and a passion for customer service.
The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing & group hotel comprising a total of 508 keys across two distinct brands within Accor, Ibis & Mercure. The London Suite is the main ballroom for all types of events and is extremely versatile, playing a pivotal role in the property’s overall performance. It is divisible into nine separate meeting rooms, which when combined can accommodate up to 1200 guests.
Job Responsibilities:
- Responsible for individual reservations.
- Knowledge of the full process of group booking and assist the team as needed, including management of group blocks relating to inventory, payment, and group setup.
- Handle enquiries via email or phone during the shift, providing replies or confirmations within a reasonable timeframe.
- Manage any department issues related to individual reservations (follow up on prepayment, routing, vouchers, etc.).
- Prepare group information sheets and brief all involved prior to the arrival of the group.
- Ensure that no shows are accurately reported and charged.
- Process and input reservations following hotel reservations policy including FIT and TBR.
- Manage payments, cancellations, rooming lists, terms, and conditions.
- Maintain a precise filing system for all group reservations and correspondence.
- Perform all reservations duties including making and entering reservations as required.
- Handle guest complaints and enquiries in an efficient and professional manner.
- Ensure clear communication with other departments for special requests or reservation-related matters.
- Adhere to VIP and complimentary room night procedures.
- Implement and update Accor brand and company standards.
- Update and implement security and safety procedures.
- Promote a positive working environment by developing team spirit.
- Promote the ALL Membership Program.
Customer Relations:
- Provide efficient, friendly, and professional service to all guests, ensuring a positive experience.
- Take a positive problem-solving approach to guest problems and concerns; escalate to the Manager on Duty if difficulties arise.
- Actively sell and promote hotel facilities and services.
Additional Information:
- Employee benefit card offering discounted rates at Accor worldwide.
- Free and delicious meal breaks on duty.
- Complimentary stays in the UK and Northern Ireland.
- Friends & Family discounts.
- 50% food discounts in our restaurants.
- Pension Scheme.
- Eye Test Vouchers.
- Staff Uniforms Provided.
- Learning programs through our Academies.
- Opportunity to develop your talent and grow within your property and across the world.
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.
Reservation Agent employer: Mercure Hotels
At Mercure London Bankside, we pride ourselves on being an excellent employer by fostering a supportive and dynamic work culture that values each team member's contribution. With flexible shifts that allow for a healthy work-life balance, comprehensive training, and numerous development opportunities within the Accor network, we empower our staff to grow and thrive in their careers while delivering exceptional service to our guests.
