At a Glance
- Tasks: Manage reservations and ensure a seamless check-in experience for guests.
- Company: Join a leading hotel brand known for its exceptional service.
- Benefits: Enjoy competitive pay, free meals, wellness perks, and generous annual leave.
- Other info: Opportunities for growth and training in a dynamic hotel environment.
- Why this job: Be the first point of contact for guests and create memorable experiences.
- 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 employer: PULLMAN
As a Reservation Agent at our hotel, you will thrive in a dynamic and supportive work environment that prioritises employee well-being and growth. With benefits such as complimentary meals, wellness perks, and generous annual leave, we ensure our team members feel valued and motivated. Our commitment to training and development, alongside the opportunity to enjoy stays at other Accor properties, makes this an exceptional place to build a rewarding career in hospitality.
StudySmarter Expert Advice🤫
We think this is how you could land Reservation Agent
✨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 program, being clear and friendly can turn a potential issue into a positive experience for the customer.
✨Tip Number 3
Stay organised! Make sure you’re on top of reservations and any special requests. Keeping everything in check will not only help you but also ensure a smooth operation for the Front Office team.
✨Tip Number 4
Apply through our website! It’s the best way to get noticed and shows you’re serious about joining our team. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Reservation Agent
Some tips for your application 🫡
Know the Role: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.
Be Precise:When filling out your application, pay attention to detail. Ensure all your information is accurate and matches what’s on your CV. Just like we expect precise reservation details, we want to see that same level of care in your application!
Show Your Customer Service Skills:Highlight any experience you have in customer service. We love candidates who can demonstrate their ability to provide a hospitable service and handle complaints efficiently. Share specific examples that showcase your skills in this area.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
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.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service and reservations. Think about how you would handle specific scenarios, like dealing with complaints or transforming enquiries into bookings. This will help you articulate your thoughts clearly during the interview.
✨Show Off Your People Skills
As a Reservation Agent, you’ll be the first point of contact for customers. Be ready to demonstrate your communication skills and ability to create a welcoming atmosphere. Share examples of how you’ve provided excellent service in the past.
✨Be Ready to Discuss Revenue Management
Understand the basics of revenue management and pricing policies. Be prepared to discuss how you can help optimise occupancy and average room rates. Showing that you grasp these concepts will set you apart from other candidates.
