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- Tasks: Assist guests with reservations and ensure a smooth booking process.
- Company: Join the newly renovated Mercure London Earls Court, part of Accor's vibrant hotel family.
- Benefits: Enjoy discounts at Accor hotels, free meals, and opportunities for career growth.
- Why this job: Be part of a dynamic team in a fun environment while making guests' experiences memorable.
- Qualifications: No prior experience needed; just bring your enthusiasm and a positive attitude!
- Other info: This is a temporary maternity cover position with potential for future opportunities.
Join to apply for the Reservation Agent - Maternity Cover role at Mercure Hotels.
Company Description
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 plays a pivotal role in the property's overall performance.
POSITION OVERVIEW
To deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in a helpful and speedy manner. To support all other departments, especially reception ensuring that all guests have an enjoyable stay with us. To be responsible for the day-to-day duties with accepting and entering individual and group reservations. Resolve guest problems and complaints as appropriately and professionally as possible.
Main Responsibilities
- Responsible for individual reservations.
- Knowledge of the full process of group booking and assist the team in case of need.
- Handle enquiries via email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe.
- Handle any other department issues related to individual reservations.
- Ensure that no shows are accurately reported and charged.
- Process and input reservations following hotel reservations policy including FIT and TBRArrival checks and traces.
- Manage payments, cancellations, rooming lists, terms, and conditions.
- Maintains a precise filing system for all Group reservations and correspondence.
- Performs all reservations duties including making and entering reservations as required.
- Handle guest complaints and enquiries in an efficient and professional manner.
- Ensures a clear line of communication with other departments for special requests or other reservation-related matters.
- Ensure VIP and complimentary room night procedures are adhered to.
- Promote ALL Membership Program.
Customer Relations
- Provide efficient, friendly and professional service to all guests, making all guests experience positive.
- Take a positive problem-solving approach to guest problems and concerns.
- 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 UK and North Ireland.
- Friends & Family discounts.
- 50% food discounts in our restaurants.
- Pension Scheme.
- Health Insurance.
- Eye Test Vouchers.
- Cycle to work Scheme.
- Staff Uniforms Provided.
- Learning programs through our Academies.
- Opportunity to develop your talent and grow within your property and across the world!
Candidates must have the right to work in the UK.
Reservation Agent - Maternity Cover employer: Mercure Hotels
Contact Detail:
Mercure Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservation Agent - Maternity Cover
✨Tip Number 1
Familiarise yourself with the Mercure brand and its offerings. Understanding their unique selling points, especially regarding group bookings and events, will help you stand out during interviews.
✨Tip Number 2
Practice your communication skills, particularly over the phone and via email. As a Reservation Agent, you'll need to handle guest inquiries efficiently, so being articulate and friendly is key.
✨Tip Number 3
Showcase your problem-solving abilities. Think of examples from past experiences where you've successfully resolved customer complaints or issues, as this will demonstrate your capability to handle similar situations at Mercure.
✨Tip Number 4
Network with current or former employees of Mercure Hotels. They can provide valuable insights into the company culture and expectations, which can give you an edge in your application process.
We think you need these skills to ace Reservation Agent - Maternity Cover
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and skills required for the Reservation Agent position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your experience in customer service, reservations, or hospitality. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to handle guest enquiries and complaints effectively.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your skills and experiences make you a great fit for the position. Highlight your problem-solving abilities and your commitment to providing excellent customer service.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that all information is accurate and presented professionally. A polished application reflects your attention to detail.
How to prepare for a job interview at Mercure Hotels
✨Know the Hotel and Its Offerings
Before your interview, make sure to research Mercure Hotels and their specific offerings, especially the London Earls Court property. Familiarise yourself with their facilities, such as the London Suite and Barnaby's, so you can speak confidently about how you can contribute to enhancing guest experiences.
✨Demonstrate Strong Communication Skills
As a Reservation Agent, you'll be handling guest enquiries via phone and email. During the interview, showcase your communication skills by answering questions clearly and concisely. Practice active listening and ensure you convey a friendly and professional tone.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle guest complaints or difficult situations. Prepare examples from your past experiences where you successfully resolved issues. This will demonstrate your ability to maintain a positive atmosphere and provide excellent customer service.
✨Highlight Teamwork and Collaboration
Mercure Hotels values a positive working environment and teamwork. Be ready to discuss your experiences working in teams and how you contribute to a collaborative spirit. Emphasise your willingness to support other departments and work towards common goals.
