Reservations & Guest Services Agent (Maternity Cover)

As the original lifestyle hotels, St Martins Lane London and Sanderson London sit under the Morgans Originals brand, a collection of independent hotels sharing the same spirit. Equal parts glossy, surprising and rebellious, we balance a refined outlook with careful chaos. No two days are alike as we provide unique experiences every day such as our Mad Hatters afternoon tea in the Sanderson courtyard or our signature cocktails in the Blind Spot at St Martins Lane – our speakeasy cocktail bar.

We have a fabulous opportunity to join our London cluster which encompasses St Martins Lane London and Sanderson London as a Reservations & Guest Services Agent (Maternity Cover) on a fixed term contract for up to twelve months. Primarily a telephone role and based at St Martins Lane, the Reservations & Guest Services Team serves as the primary point of contact for any guest booking enquiries across all three hotels. You will be able to give accurate directions and information regarding the immediate location and surrounding areas. Ensure guest satisfaction by performing such duties as attending to their requests and enquiries courteously and efficiently. Handle all guest comments, questions, complaints, requests and inquiries promptly and courteously, taking the necessary action steps and ensuring thorough follow through. Receive all internal and external calls in accordance with company standards. Telephone guests in accordance with their wake-up call requests, to standards set. Quotes appropriate rates to obtain optimum rates and occupancy. Manage and allocate guest requests.

A bit about you:

• Be Original - We want our team to be themselves and we celebrate and welcome diversity in all forms, and we give you the opportunities to discover your best self.
• Be a team player - We always have each other’s backs and work together to offer the best possible guest experience. Whatever challenge we face - we’re in it together.
• Loves to have fun at work - Working hard is a given but remembering to make it fun is key. Make it fun for you, your team, and our guests. We make memories – for our guests and each other.
• Makes Positive impacts - We do more to make a positive impact – from small things to brighten someone’s day to giving back and supporting causes close to our hearts.
• Be Humble & Kind - We’re grounded and approach things with an open mind and show kindness – both with guests and each other. The best idea wins, no matter where it comes from.
• Loves to think big & believe - We’re dreamers and entrepreneurial – big, bold thinkers constantly imagining what is possible. We push the boundaries, challenge the norm and create change, even if that means being wrong some of the time. The biggest risk is not taking any risks.

To be successful in this role we ask that you have:

• Experience in a similar role within 4/5 star Hotel, boutique hotel experience will be advantageous.
• Outstanding organizational skills and ability to multi-task in a fast-paced environment.
• Exceptional communication skills and excellent command of the English language (written, reading and spoken).
• Previous experience working with OPERA Cloud preferred.
• Previous telephone/switchboard experience preferred but not essential.
• Possess a friendly, professional, engaging telephone manner.
• Display a consistently positive attitude, self-motivated and enthusiastic work manner.

Alongside a competitive salary of £27,000, we offer the following benefits:

• Meals on duty and uniform meaning you’re fully dressed and fully fed at work.
• Free Dry Cleaning/Uniform washing, to ensure you’re ready with clean uniform for the next shift!
• Season ticket loan to help with the annual cost of travel.
• Ride to work scheme, a loan of up to £5000 to help with the cost of a bike and equipment if you want to ride to work.
• £250 referral bonus if you refer a family member/friend and they pass probation and stay six months.
• A paid day off on your birthday, celebrate your special day on us!
• Free health cash back plan via HSF.
• Guest Experience (A free night at St Martins Lane, Complementary Cocktail and Dinner and Breakfast the next morning) after passing probation so that you can experience what our guests do.
• Length of Service incentives (extra holidays) because who doesn’t love extra holidays!
• Excellent discounts across the Ennismore family for you, ranging from discounted stays as well as a food & beverage discount at most of the Ennismore properties.
• Discount across major retailers and brands via PerkBox.
• Regular Staff get-togethers (Summer party, Children’s Xmas Party, Department nights out) - we love to enjoy ourselves!
• Employee Assistance Programme - We’ve got your back, we work with a confidential service provider whom can offer support about anything whether it be medical, mental, legal or financial.
• Mental Health Champions – It’s ok to not be okay. We have a team of mental health champions who are here to help, whether it be having an initial conversation through to supporting you to get appropriate help.
• Quarterly & Annual Employee awards - Core shaker events are legendary, from different themes to costumes to the food, we celebrate each quarter as hard as we can.
• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Healthcare cash plan provider to help towards everyday healthcare and get access to lots of ways to support your physical & mental wellbeing.
• Eye care vouchers – We are partnered with Specsavers, which means we can offer our screen using members of staff a voucher for a free eye test as well as a discount on a range of glasses.

Morgans Originals is rooted in iconic cultural legacy, with a collection of independent hotels all sharing the same free spirit. Each hotel, one of a kind, is brought together by a shared culture and community. No matter how big or small, a Morgans Original is always entertaining, celebrates a love for the glossy hey days, and the magic of a Friday night where time disappears.