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 maximised 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
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
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