Reservation Agent (Room Sales Executive)

40 hours per week

As London’s leading hotel group our ambition is to become the world's best-managed hospitality company, delivering the best guest-centred experience in the industry. We aim to lead not only in guest satisfaction, but also in employee engagement and believe in a ‘never worry alone’ culture and three simple words that define the way we work, passion, integrity & honour. The Reservation Sales Centre (RSC) plays a key part in our organisation by handling 100,000’s of customer interactions each year whilst maximising group revenue. Our office environment is fun, friendly and supportive along with a hard working, adult to adult culture. The Reservations Sales Centre is located in the Tower Hotel, a 4 star deluxe Hotel overlooking the Thames, next to Tower Bridge. The hotel's 801 bedrooms, restaurants, bars and 19 meeting rooms benefit from stunning views over Tower Bridge and St Katharine Docks.

The Role

Job purpose / Summary:

To deliver an efficient, effective, professional and friendly reservations service to both internal and external guests through all relevant booking channels.

Responsibilities/main duties:

· Interacting with guest and internal customers through a variety of channels – largely email and phone call transactions.

· Taking the opportunity to call guests where possible

· Dealing with a wide variety transactions including bookings, amendments, cancellations and queries

· Drive revenue by upselling products to all guests whilst delivering an excellent service.

What we look for

  • Completely guest focussed with a passion for great service and a drive to exceed customer expectations

    · To be able to demonstrate initiative, enthusiasm, energy, a positive attitude, open minded to change and great sense of humour, not taking themselves too seriously.

    · To provide a sales as part of service experience with all external customers

    · An ability to learn new skills quickly and ability to build new relationships easily

    · Consistently accurate with high attention to detail

    · Ability to create a positive first impression

    · Previous contact centre and/or hotel experience desirable though not essential

    · Knowledge of Opera booking system again desirable but not essential.

What's in it for you?

  • 20 days holiday plus 8 Bank Holidays
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Access to a 24/7 Employee Assistance Program
  • Long Service Awards
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Wonderful Person of the month scheme with cash prizes
  • Childcare vouchers
  • Staff refreshments on shift