At a Glance
- Tasks: Help customers with reservations and provide top-notch support in a dynamic environment.
- Company: Join a luxury hotel brand known for exceptional service and customer care.
- Benefits: Flexible working hours, competitive salary, and opportunities for professional growth.
- Other info: Opportunity to work in a fast-paced, supportive team with a focus on excellence.
- Why this job: Be part of a team that creates memorable experiences for guests in the luxury travel sector.
- Qualifications: Experience in the hotel industry, strong communication skills, and a passion for customer service.
The predicted salary is between 25000 - 30000 £ per year.
Reservations & Customer Care Executive (Full Time)
Location: Office Based (Flexible working hours) London, UK.
Working Hours: Monday to Friday 9:00 AM – 5:30 PM GMT (Fridays until 5:00 PM GMT) Weekend working flexibility preferred.
Key Responsibilities
- Achieve monthly reservation revenue targets.
- Process reservations by email, telephone, chat or central reservation systems.
- Analyse all guests and travel agents’ requirements, recommend suitable options for all customers, and assist in confirming all reservations.
- Answer any questions about the reservation process and the SLH loyalty programme.
- Provide support to customers who may need to amend or cancel a reservation.
- Manage incoming calls for the SLH Reservations & Customer Care department, ensure a response to all queries, and maintain professional relationships and atmosphere at all times.
- Sort out any issues that may arise with bookings or reservations (i.e. inaccurate rates & restrictions, etc.).
- Up-sell the hotels' additional services or special packages, such as transfers, SPA add-ons, etc.
- Identify and report rates, inventory and content discrepancies.
- Work closely with the Sales Team as well as with other departments to make sure the SLH procedures are followed at all times.
- Represent the SLH brand values at all times when dealing with customers and colleagues.
Desired skills and experience
- Preferably qualified with a university degree and at least 3 years of experience in the hotel industry within the luxury sector.
- Must be fluent in English.
- Fluency in Spanish and/or Italian (written and spoken) preferred.
- Previous experience and proven ability in telephone sales, preferably within the luxury sector of the travel industry, is highly regarded.
- Great analytical abilities to interpret statistical data and thorough attention to detail.
- Must be a team player with a strong ability to self-manage with a "get it done" attitude.
- Ability to work and thrive in a multi-tasked and fast-paced environment.
- Good knowledge of Salesforce, PMS, CRS & GDS and/or other distribution systems is preferable.
Reservations & Customer Care Executive - London, UK employer: Small Luxury Hotels of The World Limited
At SLH, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values collaboration and innovation. Our London office provides flexible working hours, fostering a healthy work-life balance while empowering our employees with opportunities for professional growth within the luxury hotel sector. Join us to be part of a dedicated team that is passionate about delivering outstanding customer care and creating memorable experiences for our guests.
Contact Details:
Small Luxury Hotels of The World Limited Recruitment Team
