At a Glance
- Tasks: Handle reservations and provide top-notch customer care for a luxury hotel experience.
- Company: Join a prestigious hotel brand known for its exceptional service and culture.
- Benefits: Flexible working hours, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with opportunities to up-sell and enhance guest experiences.
- Why this job: Be the voice of luxury hospitality and make guests' experiences unforgettable.
- Qualifications: Experience in luxury hotels, strong communication skills, and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
SLH Reservations & Customer Care Executive
SLH is searching for a full-time Reservations & Customer Care Executive in London. This role reports to the Head of Reservations & Customer Care, and in their absence to the Senior VP Distribution.
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
- 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 employer: Small Luxury Hotels of the World
SLH is an exceptional employer, offering a dynamic work environment in the heart of London where flexibility and collaboration thrive. With a strong focus on employee growth, SLH provides opportunities for professional development within the luxury hotel sector, ensuring that team members are well-equipped to deliver outstanding customer care. The company culture promotes a supportive atmosphere, making it an ideal place for those seeking meaningful and rewarding employment in the hospitality industry.
Contact Details:
Small Luxury Hotels of the World Recruitment Team
