Reservations Coordinator

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

  • As a Reservations co-ordinator you are often the first point of contact with our customers.
  • You will be responsible for the delivery of a the best in class and sales operation across all departments within our Hotels.
  • Reservations Accuracy to review and check of all reservations
  • Checks made day after booking as well as pre-arrival
  • Inventory Management to ensure the correct room type, configuration and room allocation requests are in each reservation
  • Billing Accuracy to ensure all prepaid rates are charged and deposited
  • Ensure any routing is correctly set up including charge backs to AR accounts
  • Ensure all cancellations and no shows are processed according to sales terms and conditions
  • Reconcile agency commission to actualised guest stays
  • Guest Requests to create alerts, traces, inventory and notes as required for all guest requests

What we look for

Background in a customer services role (6 months or more would be great) A natural enthusiasm for customer service Lashings of confidence when speaking to customers on the phone Great attention for detail and a passion for customer care A hunger to succeed and meet targets Be able to find your way around a computer goes without saying, along with good listening skills as well Respond promptly and professionally to customer service calls and emails Gain a good knowledge and understanding of our hotels and offers, and the key selling points of our services Resolve day to day operational problems with clients Liaise with hotels and build strong relationships to ensure a smooth booking process and anticipate and avoid any likely problems


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!