Cluster Reservation Agent - London, United Kingdom - Residence Inn London Kensington

Description

Job Purpose:

Responsible for ensuring accuracy and efficiency in all suites reservations for a portfolio of three Residence Inn hotels, processing all details according to the hotel's policy and procedures to the highest standard and ensuring the yield is always maximized.

Key Responsibilities

• To use negotiating skills and creative selling abilities to close on business and negotiate contracts.
• To quote and handle all groups enquiries. To coordinate with sales to process rooming lists and reservation cards.
• To execute and support the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• To assist with monitoring accuracy of reservation sales orders within tracking systems.
• To track noshow reservations and processes charges. To track cancellations and early departure fee charges.
• To check daily arrivals to ensure all appropriate billing instructions are applied to them, the guest profiles are checked and displayed according to standard, and all the special requests communicated to the relevant departments.
• To understand the overall market competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• To assist guest service department with balancing & room authorisation via Marsha, assisting with overbooking level and book out if required
• To provide excellent customer service consistent with the daily service basics of the brand.
• To serve the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty _to the company._
• To crosstrain at "sister" properties to familiarise with their facilities to be able to cross sell them.
• To promote the image of the hotel and the Company by the provision of quality customer care standards both internally and externally.

Performance Measures

• Connect: Physical and Virtual Show rounds
• Engage: New Leads & Prospects, Follow ups and Conversion of sales leads, Cross Selling Leads and Conversion
• Deliver: Conversion and Upselling Targets, Total Revenue, Market Performance (RGI)

Essential Skills, Knowledge, Experience and Qualifications

• Experienced Reservations/Customer Relations professional with experience in the hotel market
• Fully conversant with Opera PMS, Marsha, and Marriott systems
• Proficient in MS Word, Excel and online tools
• Ability to work under pressure to deadlines and targets
• Understanding of the hospitality and travel industry
• Ability to function independently with a minimum of supervision
• Demonstrated strong negotiation and rapport building skills
• Demonstrated strong interpersonal, organizational and communication skills (written and verbal)
• Engaging, enthusiastic and motivated
• Results driven and able to work under pressure
• Flexible to change and able to react very quickly to that change
• Excellent level of English in written and spoken format
• Excellent communicator and able to connect with all levels in the business, flexing style as appropriate
• Competent computer skills, word, excel, power points
• Effective organizational skills: able to priorities tasks and selfmanage a demanding workload or reactive and proactive work
• High degree of integrity and professionalism and the ability to always act as an ambassador for the hotel and Axiom Hospitality
• Ability to work with minimum supervision, working to own initiative
• Strong organizational skills developed in a fastpaced environment

We are Axiom Hospitality

We work with a select group of investors to drive performance of quality hotel assets in prime locations across Europe; from Hotel Management and Operations to Hotel Asset Management or Advisory Services.

We love the hospitality business and are constantly looking at how we can do things differently and empower our teams to deliver the best guest experience with individuality.

We are obsessed about detail, knowing that being focused on the small things can make a big difference to delivering sustainable and outstanding performance.

We pride ourselves on operating amazing hotels, bars and restaurants in fantastic locations. Hotels we love to see flourishing, bars we love to see buzzing and restaurants we love to see thriving.

Our Axiom Hub integrates Proactive & Reactive Sales, Marketing, Analytics & Revenue Management as well as Human Resources and Finance to provide a consolidated approach to deliver profit and outperform the market.

The above is designed to help you understand the role.

It is not intended to be definitive and flexibility in meeting company and guest needs is required of all Axiom Hospitality employees.

Job Types:
Full-time, Permanent


Salary:
From £24,000.00 per year


Benefits:

• Discounted or free food

Schedule:

• 8 hour shift
• Day shift

Work Location:
One location