Cluster Reservation Agent in City of London

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TREASURED PLACES, TREASURED MOMENTS

At YTL Hotels, we are committed to creating unique and differentiated experiences for guests staying at each of our properties. Our brand promise of Treasured Places, Treasured Moments means YTL Hotels holds itself to the highest standard, with 5-star service and operational excellence as our key drivers.

CLUSTER RESERVATIONS AGENT - JOB SUMMARY:

The position will be part of the YTL Reservations Cluster supporting a set of five properties in the UK. The portfolio includes a diverse set of 5 star properties with exposure to Marriott’s Autograph Collection Brand (Threadneedles Hotel London, Glasshouse Hotel Edinburgh), Small Luxury Hotels (The Academy London, Monkey Island Estate) as well as the Gainsborough Bath Spa, a Leading Hotel of The World. The position will be based at The Threadneedles Hotel London, but will cover the whole UK portfolio.

Tasks include:

• Answer guest queries about property facilities/services and room accommodations in a timely and professional manner via phone and email.
• Complete and audit the accurate input of reservations (both manual input and reservation checks of direct bookings).
• Complete arrival checks to ensure guest preferences have been applied, upsell opportunities have been exploited and reservation information is accurate.
• Keep effective communication with each respective property’s operations team and ensure all relevant information is passed on correctly.
• Follow sales techniques to maximize revenue and fully understand the needs of the customer and strive to meet or exceed those expectations at all times.
• Adopt a sales attitude: Identify sales leads for the on-property sales teams, confidently convert reservations requests with an eagerness to close the deal and identify upsell opportunities across all channels.
• Work simultaneously with different Property Management Systems (PMS) being Opera PMS and MARSHA (Marriott Reservations System).

General duties:

• Ensure all customer queries are handled efficiently, effectively and successfully in order to maximize customer satisfaction.
• Maintain effective communication systems within the department to serve guests and other departments.
• Attend any meetings, training sessions, courses and workshops as requested.
• Travel to the respective properties for product knowledge when required.
• Maintain a neat and tidy working environment.
• Adhere to Company policies and procedures.
• Adhere to all health and safety rules and regulations.
• Be available to work outside normal office hours as and when required.
• Undertake reasonable duties and responsibilities, commensurate with the level of the post, as requested by management.
• Perform other assignments as requested.

What we offer you:

• Working together with a young and dynamic team always striving for more.
• Opportunity to learn various Reservations systems from different brands (Marriott International, Small Luxury Hotels of the World, etc.).
• 20 holiday each year, plus bank holidays.
• Opportunities for promotion and transfer across the group.
• Uniform.

Profile

We are looking for a person who meets the following profile:

• Previous work experience in the hotel industry.
• Excellent communication skills in English. Additional language is a plus.
• Hands-on mentality, ability to multitask and work independently.
• Organized and possess an eye for detail.
• A person who easily connects with others and can live up to our mission statement: treasured places, treasured moments.
• Previous experience with Opera and/or Marriott’s Reservations system is strongly preferred.
• College qualification and computer training preferred but not necessary.