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Reservations Officer (Maternity Cover 9 -12mnths)

Posted on Jan 17, 2019 by Anonymous

London, London United Kingdom
Call Center & Customer Service
Immediate Start
£23k - £23k Annual
Our client based in the heart of London is looking for a Reservations Officer to join their team.

The suitable candidate will provide an outstanding service to all the members, guests and visitors a professional service at all times.

This role is to work Monday to Friday, 8am - 4pm

Up to £23,000

Job purpose

To deal with reservation queries in a professional, efficient and friendly manner, and ensure all processes are done according to the Hotels policies.

Contribute to the profitability of the Hotel by insuring all upselling opportunities are converted both within the hotel and the College.

Maintain and improve consistent standard of service while creating a working environment that supports the hotel and Colleges organisational values.

Key responsibilities

To open the reservations office and ensure it is ready for business.

Ensure customer service exceeds expectations and communication is clear and concise to all customers, internal and external.

Ensure that 'no shows' reservations are processed and all arrivals are checked and correct, including payment details and billing. To ensure that all reservations are allocated to the appropriate bedroom.

Compile a list of housekeeping request for each day for the housekeeping team to action.

To monitor ViP's, alumni fellows and special guests booked in the hotel or College and ensure any special requests carried out and where necessary appropriate staff are notified of their stay.

On the direction of the Reservations Manager update daily rates on the PMS and any other OTA's.

Ensure all bookings are processed accurately, efficiently and to chase provisional individual and group reservations.

Take all opportunities to upsell including, bedroom upgrades within the Hotel and the college, events and other college services.

To assist the Reservations Manager with all aspects of summer short stay accommodation at the college, liaising with the registry, reception and housekeeping teams.

Deal with guest complaints in a friendly, professional and efficient manner. Ensure customer satisfaction at all times.

Work alongside the Reservations Manager to ensure the smooth running of the reservations department.

To assist in the training of new and existing staff on reservation bookings and procedures.

Actively monitor billing arrangements, chasing debtors, allocation of remittances and ensuring all reservation finances within the hotel and short stay accommodation are kept in order. Liaise with the College accounts office for any queries.

To occasionally cover reception in times of sickness, holidays or busy periods. To be flexible in working hours to ensure the reservations team is staffed.

Undertake any other duties as required by the Reservations Manager or Hotel General Manager.


Excellent command of English - both written and spoken

Experience of working within a 3 or 4 star hotel

** Due to the level of applications, only suitable candidates will be contacted **

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Reference: 619418813