At a Glance
- Tasks: Manage reservations, enhance customer experiences, and optimise hotel occupancy.
- Company: Join a leading hotel brand with a focus on hospitality and teamwork.
- Benefits: Enjoy competitive pay, free meals, wellness perks, and generous annual leave.
- Other info: Opportunities for growth and training in a supportive environment.
- Why this job: Be part of a dynamic team that creates memorable guest experiences every day.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 31535 - 31535 £ per year.
Main responsibilities:
- Follows up the administration of reservations thoroughly, making check-in operations easier for the Front Office team.
- To be fully conversant with Opera Cloud and hotel systems.
- Transforms enquiries into reservations to maximise revenue.
- Offer and explain the ALL Accor loyalty program to all customers.
- Ensures that all reservations details are entered into the system precisely and confirmed with the customer.
- Ensures that any requests are passed onto the relevant department for action.
- Helps to optimise occupancy and average room rates.
- Respects and applies the hotel’s pricing policy and implements the Revenue Management policy.
- To be fully aware of the hotel bedroom types, hotel facilities and its location including transport links.
- Ensures all customers' first impression of the hotel is a Heartist one.
- To be fully aware of any restricted dates, special offers and promotions.
- Complete checks for duplicate bookings and take necessary action.
- Handles and resolves all customers' complaints in an efficient manner.
- Charges all no shows and tracks them.
- Ensures that all payments are handled securely.
- To provide a hospitable service to the standards laid down in the Pullman Standards Training Manual.
- To maintain at all times the filing and filing system.
- To check all correspondence in connection with reservations and deal with accordingly.
- To be fully aware of all types of bedrooms, all their facilities and locations.
- To be able to offer an alternative (i.e. date, type of room) if we cannot provide what our caller requires.
- To ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
- To run all appropriate reports connected with rooms as laid down in the Reservations Manual and distributed to the General Manager and Welcome Manager – as agreed with your manager.
- To work in accordance with the rooms strategy/top line actions.
- To communicate and co‑ordinate group enquiries, rate quotes with the Sales Manager and via the Reservations Manager.
- To ensure that group information and contracts are kept up to date and followed up in line with hotel policy.
- To ensure that the hotel credit policy is adhered to.
- To advise housekeeping of any special requirements requested, i.e. late booking, Z beds, cots and VIPs.
- To develop and maintain good working relationships with all departments in the hotel.
- To attend all relevant training as and when required.
- To attend all Pullman and statutory training sessions as advised by the Reservations Manager.
- To take part in Signature Training and then take Signature phone.
Additional Information:
- Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK.
- Pension Scheme: Secure your future with our contributory pension plan.
- Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide.
- Complimentary Meals: Free meals provided while on duty.
- Wellness Perks: Free access to the hotel gym.
- Employee Assistance Programme: Confidential support available 24/7.
- Annual Leave: Up to 33 days of annual leave per year (including public holidays).
Salary: £15.55 per hour (£31,535 per annum).
The successful candidate must already have eligibility to work in the UK.
Reservation Agent in London employer: PULLMAN
As a Reservation Agent at our hotel, you will be part of a dynamic team that prioritises exceptional customer service and employee well-being. We offer a supportive work culture with extensive training opportunities, competitive benefits including complimentary meals and wellness perks, and the chance to enjoy stays at Accor properties across the UK. Join us in creating memorable experiences for our guests while advancing your career in a thriving hospitality environment.
StudySmarter Expert Advice🤫
We think this is how you could land Reservation Agent in London
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with the different room types, facilities, and local transport links. This knowledge will help you answer customer queries confidently and make a great first impression.
✨Tip Number 2
Practice your communication skills! Whether it's handling complaints or explaining the ALL Accor loyalty programme, being clear and friendly is key. Role-play with a friend or family member to boost your confidence.
✨Tip Number 3
Stay organised! Keep track of your applications and follow up on any leads. Use a spreadsheet or an app to manage your job search effectively. And remember, applying through our website can give you a better chance!
✨Tip Number 4
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can open doors and give you insider tips on landing that reservation agent role.
We think you need these skills to ace Reservation Agent in London
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing, make sure you understand what a Reservation Agent does. Familiarise yourself with the responsibilities listed in the job description, like handling reservations and customer complaints. This will help you tailor your application to show how you fit the bill.
Show Off Your Skills:Highlight any relevant experience or skills that match the job requirements. If you've worked with hotel systems like Opera Cloud or have experience in customer service, make sure to mention it! We want to see how you can contribute to our team.
Be Precise and Professional:When filling out your application, pay attention to detail. Ensure all your information is accurate and presented clearly. A well-organised application reflects your ability to manage reservations efficiently, which is key for this role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and securely. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at PULLMAN
✨Know Your Stuff
Make sure you’re familiar with Opera Cloud and the hotel systems mentioned in the job description. Brush up on your knowledge of the hotel’s facilities, room types, and location. This will show that you’re genuinely interested and prepared.
✨Master the Loyalty Program
Understand the ALL Accor loyalty program inside out. Be ready to explain its benefits to potential customers during the interview. This demonstrates your ability to transform enquiries into reservations and maximise revenue.
✨Showcase Your Customer Service Skills
Prepare examples of how you’ve handled customer complaints or difficult situations in the past. Highlight your ability to provide a hospitable service and ensure a positive first impression, as this is crucial for the role.
✨Stay Organised
Discuss how you manage tasks like checking for duplicate bookings and keeping track of special requests. Being organised is key in this role, so share any tools or methods you use to stay on top of your responsibilities.
