About the role
- Process and manage guest reservations through multiple channels, including telephone, email, and online booking systems
- Provide exceptional customer service by responding promptly to enquiries and confirming bookings with accurate information
- Maintain detailed records of all reservations and ensure data accuracy within the property management system
- Liaise with various hotel departments, including housekeeping, front office, and food and beverage, to ensure seamless guest experiences
- Optimise room inventory and rates to maximise revenue whilst maintaining occupancy targets
- Handle guest requests, special requirements, and modifications to existing reservations with professionalism and efficiency
- Resolve booking discrepancies and complaints in a timely manner, escalating complex issues to management when necessary
- Generate daily, weekly, and monthly reservation reports to monitor booking trends and occupancy forecasts
- Maintain knowledge of hotel facilities, services, packages, and promotional offers to effectively communicate with potential guests
- Coordinate with the sales and marketing team to support promotional campaigns and group bookings
- Ensure compliance with hotel policies, data protection regulations, and reservation procedures
- Contribute to achieving departmental and organisational revenue and occupancy objectives
Required Qualifications:
- Secondary education (GCSE or equivalent) or higher qualification
- Minimum 2 years of experience in a hotel reservations, guest services, or hospitality environment
- Proficiency in using property management systems (PMS) and central reservation systems (CRS)
- Strong proficiency in Microsoft Office applications (Word, Excel, Outlook)
- Excellent written and verbal communication skills in English
- Demonstrated ability to manage multiple reservations channels simultaneously
- Sound knowledge of hotel operations, facilities, and service offerings
- Ability to work flexible shifts, including weekends and public holidays
WHAT IS IN IT FOR YOU:
- Come As You Are
- Work With Purpose
- Grow, Learn and Enjoy
- Explore Limitless Possibilities