Reservations Agent - Bridgwater, United Kingdom - HOST RHM

Description

Position:


Reservations Agent
40 hours per week - inlcudes early mornings, evenings and weekends on a shift pattern.


Position Summary:

The Reservations Agent reports to the Revenue Manager and is responsible for supporting the successful performance of the Reservations Department by ensuring a professional, friendly and highly efficient booking experience is delivered to our guests.

Qualifications for the role:

• No previous reservations experience required although would be advantageous
• Must have strong organisational and office administrative skills
• Must have excellent customer service skills
• Must be highly personable with the ability to build relationships at all levels of the business
• Must have a meticulous attention to detail
• Must be able to work on their own initiative
• Must have excellent communication skills adaptable to a wide range of audiences
• Must be proficient in IT/Microsoft Office and payment handling

Successful applicants must be willing to undergo Baseline Personnel Security Standard vetting and obtain a DBS certificate. This standard is designed to provide a high level of assurance as to the honesty, integrity and values of individuals who are required to work at a Nuclear Licensed Site or may have access to sensitive nuclear information


Duties and Responsibilities:

• Create and sustain a work environment that embraces the HOST mission, culture and values and consistently role models those behaviours
• Ensures fair and equitable treatment of all Team Members in line with HOST's equality and diversity policies and procedures.
• Focuses on the brand essence 'a good night's sleep means a good day's work'
• Supports Managers and fellow colleagues maintain the defined standards. Works with colleagues at all levels to deliver a consistent level of quality service.
• Knowledgeable of all reservations policies and procedures
• Process all aspects of guest bookings from new bookings, extensions, cancellations, and amendments
• Process no shows and cancelled reservations inline with current terms and conditions
• Provide an efficient booking process for all guests accommodating special requests whenever possible
• Provides clear communication to the guest throughout the booking journey
• Ensures any relevant information is handed over to the following shift to ensure consistency of service to the guests
• Thoroughly understand and adhere to all cash handling and payment policies and procedures
• Ensure daily procedure checklists are completed in a timely fashion
• Maintain clear and effective communication channels with all other departments and subcontractors
• Always maintain a friendly yet professional relationship with campus guests, visitors and fellow colleagues
• Handle and resolve or escalate guest complaints proactively and in a professional manner
• To help and support the Front Office team as and when required
• Ensures all written and verbal communication is professional in tone and suitable for its audience
• Ensure they are knowledgeable as to the requirements of the relevant standard operation procedures (SOPS)
• Coordinate room status updates with the housekeeping department
• Knowledgeable of the campus and guest accommodation facilities and services provided
• Competency in using all Front Office equipment
• Escalate anything unusual to management/duty managers
• Keep abreast of all activities and meetings scheduled at the campuses each day
• Knowledgeable of the department's safety and emergency procedures
• Processing bookings for additional services such as the MUGA pitches, gyms and Car parks
• Any other duties reasonably required of you to support the department or business as needed.

Your entitlements:

You will belong to Job Level 3
Your compensation and benefits are embodied in your employment contract


Salary:
£22,850.00 per year


Benefits:

• Onsite parking

Schedule:

• 8 hour shift

Work Location:
One location