Reservations Assistant

Role Overview & Responsibilities

Key Job Responsibilities:

• To ensure the handling of all aspects of individual and group reservations is handled efficiently and promptly.
• To work as part of a team to ensure all individual and group reservations are inputted accurately and concisely into the Property Management System, in accordance with company rules and procedures.
• To efficiently answer all calls enquiring about reservations at all times and help others in the department as and when necessary.
• To convert bedroom accommodation enquiries into bookings on the phone, in person or by correspondence, handling all telephone calls in a friendly and professional manner, seeking assistance with queries as required.
• Liaise and communicate special requirements to other departments e.g. Cots, VIP’s and late arrivals.
• To assist in all communications meetings put in place between Reservations and other departments to ensure follow-up of issues raised during those meetings.
• Ensure a consistently high level of quality and service is provided at all times by following all procedures in place.
• Be aware of occupancy / revenue forecast / planned figures and act upon to ensure targets are met.
• Ensure credit facilities/payment procedures are adhered to and passed to the Accounts Department for approval.
• Assist Accounts and Front Office staff in ensuring that group billing is correct.

Customer Service:

Demonstrate service attributes in accordance with industry expectations and company standards to include:-

• Being attentive to guests
• Accurately and promptly fulfilling guest requests
• Understand and anticipate guest needs
• Maintain a high level of knowledge which will enhance the guest experience
• Demonstrate a service attitude that exceeds expectations
• Take appropriate action to resolve guest complaints.
• Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
• Be able to promote the hotel (and Hilton Hotels generally) products and services.
• Maintain a high level of product and service knowledge about Hampton Hotels.

General:

• Comply with the company corporate code of conduct at all times.
• Familiarise yourself with the company vision and values which link to our model of desired behaviours that we expect all employees to display.
• Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
• Have the desire and ability to improve your knowledge and abilities through on-going training.
• Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.
• To present a professional, friendly and efficient impression of the hotel at all times.
• To ensure that all tasks relating to guest comfort, guest satisfaction or the impression the guest receives of the Hotel must be treated with utmost priority.
• To maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
• To attend any meetings and training sessions as required for the position.
• To maintain vigilance regarding possible fraud and potential security risks.
• To be fully conversant with all facilities and service of the Hampton by Hilton London Waterloo.
• To be conversant with the responsibilities and duties of staff and management at the Hampton by Hilton London Waterloo.

Job Type: Part-time
Part-time hours: 20-25 per week

Salary: £11.00 per hour

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Referral programme
• Store discount

Schedule:

• 8 hour shift
• Weekend availability