Groups Reservations Agent Revenue Office · Crowne Plaza Glasgow

Are you a dynamic and customer-focused professional with a passion for driving revenue and business growth? We are seeking a Group Reservations Agent to join our dedicated team. In this role, you will implement strategies to maximize business growth through effective pricing, inventory controls, and the conversion of enquiries. You will be an ambassador of our purpose, values, and behaviours, ensuring superior customer service and operational excellence.

Key Responsibilities:

• Utilise effective call handling techniques, thorough product knowledge, and superior customer service to convert enquiries into bookings.
• Adhere to company processes and procedures to ensure business data is robust and accurate at all times.
• Implement pricing and selling strategies for all market segments to achieve financial budgets and targets, driving performance against competitors.
• Keep competitor information up-to-date and conduct visits to competitor hotels as needed.
• Ensure consistent delivery of superior customer service through the Customer Service Programme, Venue Verdict, and BDRC, where applicable.
• Promote a team environment that enhances employee morale and fosters a high level of commitment and pride in the hotel.
• Consider total revenue and 'lifetime value' when assessing new business enquiries, utilizing demand calendars, displacement tools, and market data.
• Maintain good working relationships with colleagues in the Revenue department and other hotel departments.
• Undertake any reasonable project or request from the General Manager to grow and improve the business.

Qualifications:

• Administration, switchboard, and computer experience.
• Previous hospitality or retail experience.
• Previous Customer Service experience.
• Good understanding of written and spoken English language.
• Ability to speak a foreign language is a plus.

Desired Attributes:

• Outgoing personality, highly motivated, enthusiastic, and a good team player with a creative flair.
• Strong sales, customer care, and negotiation skills.
• Strong verbal and written communication skills.
• Ability to remain focused and prioritise tasks under pressure.

In addition to competitive rates of pay, we also offer:

• Exclusive discounts for you, your friends and family.
• Valor team member rates at our UK hotels, with rooms from just £30 Bed and Breakfast.
• Discounted stays for friends and family.
• 50% discount when dining in our restaurants and bars.
• Free meals while on duty, keeping you well-fuelled.
• Access to high-street discounts on a range of shops, experiences and more.
• Up to 40% savings on a wide range of bikes, with our Cycle To Work Scheme.
• Generous refer-a-friend bonuses, starting at £250.

Caring for your health and wellbeing, both in and outside of work:

• A calendar of wellness activities – from healthy lunches to wellbeing walks and pay day treats, not forgetting our annual #HealthyHabits campaign.
• Access to our Employee Assistance Programme, providing free confidential advice, 24/7, for you and your family, supporting physical, mental and financial wellbeing.
• Healthcare Cash Plan options, from just £5 per month.

Supporting your hospitality career growth:

• Fully funded apprenticeship programmes.
• Internal development programmes, designed to support you as you grow within your role.
• Monthly and annual team member service awards, making sure your achievements are recognised and celebrated.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.