DescriptionAdditional Information: This hotel is owned and operated by an independent franchisee, St. Ermin's Operating (UK) Limited. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
Job description
Reservations Agent
Reporting to Reservations Manager
Are you a person who exudes Fun, Love, and Energy? Join our team and bring that spirit to every guest interaction!
MAIN SCOPE AND PURPOSE OF THE ROLE:
Responds to communications from guests, travel agents and processes reservations arriving by email, telephone, and through the sales team. Handles both room reservations (Transient and Groups) and Food & Beverage reservations, including bookings for the restaurant, afternoon tea, in-room dining, and covers of 10 or more guests.
MAIN DUTIES & RESPONSIBILITIES:
Processes reservations by email, telephone or sales team.
Manage group bookings: make, amend, cancel, and track no-shows.
Create, issue, and maintain group rooming lists, processing amendments as they arise and confirming final details ahead of arrival.
Take and manage Food & Beverage reservations, including restaurant, afternoon tea, in-room dining, and covers of 10 or more, ensuring bookings are logged accurately and communicated to the relevant outlet.
Processes reservations from the sales office and other hotel departments.
Maintain knowledge of room types, their location, and layout.
Processes cancellations and modifications and promptly relays this information to the front desk and guest as required.
Understand and adhere to the hotel’s policy on guaranteed reservations and no-shows. Process advance deposits for reservations when necessary.
Complete daily arrival checks and prepare the expected arrivals backup for front office use.
Respond to guest inquiries and manage reservation requests efficiently.
Maintain a professional appearance and ensure the workspace is tidy and organized at all times.
Work towards achieving an 85% and above team success rate on test calls, maintaining high service standards.
HEALTH & SAFETY:
Be aware of and comply with your Health & Safety responsibilities as outlined by the hotel’s Health & Safety policy.
Ensure compliance with all procedural health and safety requirements.
Be fully conversant with and abide by all Fire, Health & Safety regulations and attend relevant training sessions as required.
QUALIFICATIONS & SKILLS REQUIRED:
Strong written and spoken English skills
High level of organizational skills
Previous experience in Opera is an advantage
Knowledge of Marriott MARSHA or EMPOWER systems is an advantage
Previous experience handling group reservations and rooming lists is an advantage
Ability to work in a team and meet service standards effectively
This job description is intended to illustrate the main duties and responsibilities of the job role. It is not to be regarded as exhaustive. The Hotel may require you to undertake other tasks and responsibilities broadly comparable in nature as per business requirements.
This company is an equal opportunity employer.
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