Reservations Agent

Contract Type - Permanent
30 hours per week

Employment Type - Full Time

Our Support Office a modern office located close to Old Street and Barbican in central London. This friendly open plan office houses several of the key support functions including Sales, Human Resources, Marketing and Central Revenue. Conveniently located with great transport links the office is the London base for the back office functions of Guoman and Thistle.

The Role

  • To be responsible for delivering a best in class reservations booking experience ensuring sales and revenue opportunities are maximized in line with budgeted targets, whilst exceeding customer expectations.
  • To live and breathe the company and department mission, vision and values ensuring each guest receives incredible service at all stages of the booking journey.  To ensure all reservation enquiries are handled in line with company standard and to regularly engage in both live and recorded call/email quality assessments as supported and measured mystery Shopper initiatives
  • To ensure specific telephone handling targets are delivered through efficient time management, striving for zero tolerance on abandoned calls
  • To be proficient in the handling all types of enquiries from various sources e.g. Web Chat, Email, Voice, 3rd Parties etc
  • To be confident in handling of all types of customers including both direct & agencies, understanding how to adapt techniques and approach

What we look for

  • Genuine passion for the hospitality industry and for delivering exceptional customer service You have a fantastic personality and love helping to create great experiences
  • Experience of working with guests / customers in high pace environment
  • Reservation Agent or Reception experience is desirable
  • Confident computer user
  • Great communication skills
  • Opera experience is desirable

What's in it for you?

  • Great development opportunities
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24/7 Employee Assistance Program
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Apprenticeship (from Level 2 to Level 5)
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Great Recognition program
  • ...and many more!