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For Companies At a Glance
- Tasks: Assist guests with bookings and provide a warm, welcoming experience.
- Company: Join a vibrant hotel team with a focus on guest satisfaction.
- Benefits: Enjoy competitive rates, discounts, free meals, and wellness support.
- Why this job: Make a real impact on guests' experiences while developing your career.
- Qualifications: Previous reservations experience and strong communication skills required.
- Other info: Flexible hours, great team events, and career development opportunities await!
Overview
We have an exciting and rare opportunity to join our Reservations team in a flexible working capacity. This is a Temporary role – up to 24 hours per week over 3 days (October – January). You will be assisting guests on the phone whilst they are making bookings for the hotel and providing them with a warm and welcoming experience and anticipating their every need. You will be a strong communicator and able to engage with our guests to provide them with a seamless booking procedure and set the tone for the experience they will receive when they stay with us.
Responsibilities
- Promote an always welcome and professional image to the guest, and give full co-operation to any guest requiring assistance, forging great relationships
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail in a timely manner
- Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to guests. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system
- Generating sales among client accounts, including up-selling and cross-selling
- Dealing with large bookings and group bookings, issuing quotes and contracts and attending show-round and client meetings to close sales
- Deliver effective communication between the office, reception, housekeeping, accounts and operations teams ensuring successful delivery of all requests and requirements
- Ensure all guests and company information are stored and managed in a safe and confidential manner, shared only on a need-to-know basis
Ideal candidate
- Previous experience as a Reservations Agent in a 4/5* Hotel
- Experience using Opera
- Customer focus and exceptional guest service levels
- Experience in the Birmingham City Centre market is highly desirable
- Ability to drive sales and upsell
- Pro-active attitude
- Remarkable written and verbal communication skills
- Personality, flair and the ability to communicate and collaborate effectively at all levels
Benefits
- Competitive colleague and friend & family rates for overnight stays at the hotel
- 50% employee discounts on food and beverage at hotel outlets
- Access to our exclusive benefits portal, including extensive discounts on retail, travel and leisure activities
- Employee Referral scheme, financially rewarded for introducing someone to our team
- Free meals on duty in our dining facilities
- Access to Hospitality Action, our Employee Assistance programme with 24/7 health and wellbeing support
- Rewards and recognition for living and breathing our company values
- Monthly employee recognition and rewards programme
- Regular team appreciation events, including regular employee parties throughout the year
- Career development opportunities, including access to apprenticeship programmes
- Use of Wagestream financial wellbeing platform, allowing instant access to your pay
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Reservations Agent employer: The Grand Hotel Birmingham
Contact Detail:
The Grand Hotel Birmingham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservations Agent
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and what makes them tick. This way, when you chat with them, you can show off your knowledge and enthusiasm, making you stand out as a candidate who truly cares.
✨Tip Number 2
Practice your communication skills! Since you'll be engaging with guests over the phone, it’s crucial to sound warm and welcoming. Try role-playing with a friend or family member to get comfortable with common booking scenarios.
✨Tip Number 3
Don’t shy away from showcasing your sales skills! Think of examples where you've successfully upsold or cross-sold in previous roles. This will help you demonstrate your ability to drive revenue, which is key for a Reservations Agent.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect directly with us. So, go on, hit that apply button!
We think you need these skills to ace Reservations Agent
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A warm and engaging tone will resonate well with us, especially for a role that’s all about creating a welcoming experience for our guests.
Tailor Your Application: Make sure to tailor your application specifically for the Reservations Agent role. Highlight any relevant experience you have in hospitality or customer service, and don’t forget to mention your familiarity with systems like Opera. We love seeing how your skills align with what we’re looking for!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to break down your experience and skills, making it easier for us to see why you’d be a great fit for our team.
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 us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at The Grand Hotel Birmingham
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Reservations Agent. Familiarise yourself with the booking process, cancellation policies, and how to handle special requests. This knowledge will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Reservations Agent, strong communication is key. During the interview, demonstrate your ability to engage with others by using clear and friendly language. Practice common scenarios you might encounter on the job, like handling guest inquiries or upselling services, to showcase your skills effectively.
✨Highlight Your Customer Focus
Employers want to see that you can provide exceptional guest service. Share examples from your past experiences where you went above and beyond for a customer. This could be resolving an issue or creating a memorable experience. Make it clear that you understand the importance of a warm and welcoming approach.
✨Prepare Questions to Ask
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful queries about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you determine if the company is the right fit for you.