At a Glance
- Tasks: Manage reservations, handle guest enquiries, and ensure smooth group bookings.
- Company: Join the newly renovated Mercure London Earls Court hotel, part of Accor.
- Benefits: Enjoy discounted stays, free meals, and 50% off in restaurants.
- Other info: Opportunities for career growth and involvement in sustainability initiatives.
- Why this job: Be part of a dynamic team and enhance guest experiences in a vibrant environment.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 22000 - 26000 £ per year.
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 be one of the largest pillar-free spaces in London for events up to 1200 guests.
Job Description:
- Responsible for individual reservations.
- Knowledge of the full process of group booking and assist the team in case of need, including management of group blocks relating to inventory, payment, and group setup.
- 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 (follow up on prepayment, routing, vouchers…).
- Prepare group information sheets (group movements) 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 Arrival checks and traces.
- 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 including TBRs.
- Handle guest complaints and enquiries in an efficient and professional manner.
- Ensure 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.
- Ensure Accor brand and company standards are implemented and updated.
- Ensure security and safety procedures are updated and implemented.
- Promote a positive working environment by developing positive team spirit.
- Promote ALL Membership Program.
- 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; call 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 North 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
The Mercure London Earls Court hotel is an exceptional employer, offering a vibrant work culture that prioritises employee growth and development. With comprehensive benefits including discounted stays, meal breaks, and opportunities for career advancement within the Accor group, team members are encouraged to thrive in a supportive environment that values their contributions. Located in the heart of Southwest London, employees can enjoy a dynamic setting while being part of a dedicated team committed to delivering outstanding guest experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Reservation Agent
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like MERCURE. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to MERCURE
Don't be shy about reaching out to MERCURE directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Reservation Agent
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about MERCURE and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at MERCURE
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
