Reservation Agent

Here at Millennium Hotels UK where we value your skills, encourage growth by nurturing your personality and your dedication rewarded. You'll learn not only from your fellow colleagues, but also through our M Academy, where you’ll be able to advance your career with an apprenticeship and develop your career within our Brands.

The Copthorne Hotel Newcastle are looking for a Reservations Agent.  As our Reservations Agents, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations and take every opportunity to maximise revenue potential for the hotel..

As a Receptions Agent, you will have exceptional people skills, be comfortable with standard PC systems and have a passion for helping people.

Key Information:

• Role: Reservations Agents
• Working hours: 40 hrs weekly
• Address: Copthorne Hotel Newcastle, The Close, Quayside, Newcastle Upon Tyne, NE1 3RT

In return we offer:

• Social Events, Wellbeing and Team Activities
• Training and development
• Pension Salary Sacrifice Scheme
• Career development and salary reviews
• Interest-free Season Ticket Loan Scheme
• 1 Volunteer Days per year (fully paid and in addition to your annual leave)
• Complimentary meals prepared for you by our chefs
• Length of Service related holiday scheme
• My Millennium discount perks
• Discount on Accommodation worldwide and 50% Food and Beverage Outlets
• Life Assurance
• Recommend a Friend Scheme

Key responsibilities of a Reservations Agent are:

• Working closely with the Front Office team and Sales department
• Ensuring the telephone is answered promptly in a polite and courteous manner
• Establishing client requirements and identifying how the hotel can facilitate their needs
• Responding to all Reservations enquiries in-line with company standards while maximising sales, occupancy and revenue, including up-selling equipment, Food & Beverage and relevant hotel facilities, where possible
• Accurately inputting all enquiries into our PMS/Delphi systems
• Dealing with all enquiries promptly and following up on a timely basis
• Compiling accurate function sheets, distributing weekly and discussing with the Operations Team accordingly, proving updates as required
• Actively working as part of a team to achieve the department objectives and budget
• Taking payments and ensuring all posted in to the system.

What are we looking for?

• Previous hospitality and customer service experience
• Ability to work within a team
• Previous experience working within a Reservations, Front Office team or similar role
• Experience of OPERA/Opera Cloud; PMS/Delphi
• Excellent organisational and communication skills
• The ability to work well under pressure and often to tight deadlines
• The ability to use initiative while working on own and as part of the team with a positive ‘can do’ attitude

·         Typical shifts will be Monday to Friday with some flexibility to work weekend/evenings as business requires.

“At Millennium Hotels & Resorts, we believe our strength lies in our differences. We foster a culture of inclusion where everyone feels welcome, valued, and empowered to reach their full potential. We are proud to be an equal opportunity employer”.

About the Group

Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide. Properties under the group are placed into collections: Leng’s Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore.  Each collection has its own distinct personality, character and clearly defined hotel brands within it; tailored to suit different types of guests, As well as real opportunities to develop and gain promotion within the industry.