Reporting to the Reservations Manager, you will be responsible for the accurate, and efficient execution of group hotel room reservations, providing the highest level of personal service. You will process all reservations according to the established hotel requirements. The Group Reservations Executive will be required to be independent and proactive, acting as in a professional manner on a day-to-day basis, including high demand periods. Maintain and develop SOP’s whilst achieving and maintaining LQA and Forbs standards.
Responsibilities:
- Keeping all booking, credit records and accounts updated and accurate.
- Exceeding guest expectations on a daily basis.
- Communication with staff and guests and handle the Groups reservations inbox in a friendly and professional manner.
- Handle group bookings, requests and rooming lists in coordination with Sales and Events Directors and Managers.
- Monitor group pick-up and provide regular updates to Sales and Events.
- Liaise with Revenue Management to ensure rate and inventory accuracy.
- Communicate with clients to understand their needs and requirements.
- Ensure all deposits, payment arrangements, and billing instructions are received and recorded correctly.
- Coordinate room blocks, create rate codes and manage reservations for group attendees in Opera Cloud.
- Assist the Reservations team on any transient enquiries/bookings by handling any overflow of emails and phone calls including operational reports and any other reservations tasks.
Qualifications
- Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation
- A proven track record and ability to provide high levels of service under pressure.
- Exceptional communication and customer service skills, both written and spoken.
- Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
- Knowledge of Opera Cloud or a similar PMS system and MS Office including a detailed knowledge of Excel.
- Excellent attention to detail and accuracy.
- Ability to work under pressure in a fast-paced environment.
- An understanding of the luxury sector.
- Previous experience within a luxury hotel in a Reservations environment working with LQA, Forbes 5* or equivalent standards.
- Flexible approach to working hours in line with business needs
Additional Information
Why join our Raffles team?
- 31 days holiday including bank holidays plus a day extra for every year of your service up to 5 years.
- Staff meals whist on duty.
- Free dry cleaning for uniform.
- Employer pension contribution
- Enhanced maternity, paternity and adoption pay.
- Life Assurance 1x salary
- Employee assistance program, including virtual GP and financial advice.
- Season ticket loans and cycle to work scheme.
- Colleague gifting to celebrate special occasions.
- Paid days off to move house or give back time to a charity of your choice.
- Internal learning and development programmes tailored to you.
- Fun-filled events, whether that’s a pub quiz, team run or festive party.
- Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
- Worldwide development opportunities across Accor’s extensive brand portfolio.
Our Values
Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.
Belonging:
We celebrate our differences. We support each other and we always stand together.
Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.
Integrity:
We build trust through mutual respect and being authentic.
Diversity & Inclusion
Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.
Groups Reservations Executive • London, England, United Kingdom
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Groups Reservations Executive in London employer: Raffles
Raffles London is an exceptional employer, offering a vibrant work culture that prioritises employee well-being and growth. With generous benefits such as 28 days of holiday, enhanced pay schemes, and extensive development opportunities, team members are empowered to thrive in their roles while enjoying the luxurious environment of one of London's top-tier hotels. Join us to be part of a diverse team that values respect, integrity, and excellence, all while delivering unforgettable experiences to our guests.
