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- Tasks: Assist guests with reservations and ensure a smooth booking process.
- Company: Join the vibrant team at Mercure, part of the Accor family.
- Benefits: Enjoy discounts, free meals, and opportunities for growth worldwide.
- Why this job: Be part of a fun team while making guests' stays memorable.
- Qualifications: No specific experience required; just a passion for customer service.
- Other info: Maternity cover role with potential for future opportunities.
The predicted salary is between 24000 - 36000 £ per year.
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Reservation Agent – Maternity Cover, London
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Client:
MERCURE
Location:
London, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
75ee14067bfd
Job Views:
5
Posted:
25.06.2025
Expiry Date:
09.08.2025
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Job Description:
Job Description
POSITION OVERVIEW
To deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in 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
Duties
- Responsible for individual
- Knowledge of the full process of group booking and assist the team in case of need. This also includes the 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…)
- In case of need knowledge and preparation of group information sheets (group movements) and briefing of all involved prior to the arrival of the group.
- Ensure that now 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
- Maintains a precise filing system for all Group reservations and correspondence.
- Performs all reservations duties including making and entering reservations as required including TBRs
- 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.
- Ensure Accor brand and company standards are implemented and updated.
- Ensure security and safety procedures are updated and implemented.
- Promotes a positive working environment by developing positive team spirit.
- 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; call the Manager on Duty if difficulties arise.
- Actively sell and promote hotel facilities and services.
NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.
Additional Information
WHAT IS IN FOR YOU
- Employee benefit card offering discounted rates at Accor worldwide
- £5 for any name mention
- £200 for the Heartist of the month (Employee of the month)
- 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
- Wonderful and fun colleagues
- 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
Candidates must have the right to work in the UK
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.
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Created on 25/06/2025 by TN United Kingdom
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Reservation Agent - Maternity Cover employer: MERCURE
Contact Detail:
MERCURE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservation Agent - Maternity Cover
✨Tip Number 1
Familiarise yourself with the hotel’s reservation system and policies. Understanding how to manage bookings, cancellations, and guest inquiries will give you a significant edge during the interview process.
✨Tip Number 2
Brush up on your customer service skills. As a Reservation Agent, you'll be the first point of contact for guests, so demonstrating your ability to handle enquiries and resolve complaints effectively is crucial.
✨Tip Number 3
Research the Accor brand and its values. Being knowledgeable about the company will not only help you align your answers during the interview but also show your genuine interest in working with them.
✨Tip Number 4
Prepare examples of past experiences where you've successfully managed group bookings or resolved guest issues. Real-life scenarios can illustrate your problem-solving skills and ability to work under pressure.
We think you need these skills to ace Reservation Agent - Maternity Cover
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Reservation Agent. Highlight your relevant experience in customer service and reservations.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the role. Emphasise your ability to handle guest enquiries, manage reservations, and resolve complaints effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the position. Mention specific examples of how you've provided excellent customer service or handled reservations in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at MERCURE
✨Know the Role Inside Out
Make sure you understand the responsibilities of a Reservation Agent. Familiarise yourself with the booking process, handling guest enquiries, and managing group reservations. This knowledge will help you answer questions confidently.
✨Showcase Your Customer Service Skills
As a Reservation Agent, you'll be dealing with guests directly. Prepare examples of how you've handled customer complaints or difficult situations in the past. Highlight your problem-solving abilities and your commitment to providing excellent service.
✨Demonstrate Team Spirit
This role requires collaboration with other departments. Be ready to discuss how you work well in a team and support your colleagues. Mention any experiences where you contributed to a positive working environment.
✨Prepare Questions for the Interviewer
Having thoughtful questions ready shows your interest in the role and the company. Ask about the team dynamics, training opportunities, or how success is measured in this position. It also gives you a chance to assess if the company is the right fit for you.
