Careers

Reservations Agent

Join The Lensbury Team

Job description

Experience in individual and group reservations? Passionate about delivering outstanding hospitality? We may have the perfect role for you! Come and join our enthusiastic, welcoming team at the enchanting Lensbury hotel.

Key Responsibilities:

• Ensure hotel reservations are taken in line with the SOP’s.
•Deal with all telephone and email enquiries in a prompt and professional manner.
• Ensure accuracy and attention to detail at all times.
• Be aware of seasonal and historical trends.
• Ensure maximum occupancy, average room rates and RevPAR targets are achieved.
• Be fully conversant with all reservation procedures including cancellations and no-shows, and adhere to these procedures at all times.
• Chase all unconfirmed bookings, ensuring they are confirmed or released in accordance with hotel policy.
• Be fully aware of rates and promotions and to quote such rates in line with hotel revenue strategy. Ensuring maximum occupancy and rates are achieved at all times.
• Deal with all internal and external customers in a professional manner including answering all telephone calls promptly and correctly.
• Complete reservation checks as per Company standards
• Attend any relevant training courses.
• Run the day to day operation of the reservations department.
• Be aware and have full knowledge of the competitor Hotels and their facilities.
• Focus on outstanding customer service aiming to exceed our guest’s expectations, making each and every person feel special.
• Apply excellent attention to detail, maintaining effective controls and implementing the necessary systems and procedures for smooth running of the reservations department.
• Deal with guest enquiries.
• Train staff members to a high standard.
• Complete daily tasks along with understanding all team members’ requirements and the daily traffic into the office.
• Assisting Reservation Manager with daily reporting
• Assisting reservation manager with group bookings, rooming lists and group booking contracts.


What are we looking for:

To be successful in this role, you must possess the following qualifications, attitude, behaviours, skills, and values:

• Possess excellent guest focus and have a real passion for hospitality.
• Excellent customer service skills and good telephone manner
• Have an eye for detail and procedures
• Have the ability to be efficient under pressure and be able to multi task.
• Excellent organisational skills will be of paramount importance.
• Flexible and be able to work under pressure.
• Must understand that customer service is paramount to our business and that all guests receive a warm and personalised welcome, maintaining the personal touch.
• A strong communicator with guests and fellow employees ensuring they are always aware of the operation and its workload each day.