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Department: Reservations
Job Level: Team Member
Job Type: Full Time
Hours per week: 40
Job Reference: req16118
Date Posted: 16 October
Engaging with a difference. Join a Customer Service team that stands out from the rest as a Reservations Agent. We are a dynamic, close-knit team and thrive in creating memorable moments for our guests. We spark engagement at every opportunity we get with our guests be it on the phones, emails, or webchat ensuring a seamless guest experience is achieved.
With excellent training and support from colleagues and managers at every stage, learning is endless and career opportunities await you. We will prepare and encourage you along the way, getting you ready for your next career move within PPHE Hotel Group.
What you will be doing as a Reservations Agent:
- Be the voice of our hotels, engage with guests via telephone, email, Webchat, and social media platforms
- Handle high volumes of Guest enquiries in a fast-paced environment, helping guests plan their perfect stay.
- Confidently handle guest concerns and complaints, resolving issues at the first point of contact wherever possible and escalating when necessary.
- Process reservations accurately and efficiently
- Manage reservations & guest profiles accurately across Five9 and Opera Cloud, ensuring every booking is seamless from enquiry to arrival.
- Manage incoming reservation requests effectively
- Maintain administrative controls to minimise booking discrepancies
- Maximise revenue opportunities by identifying guest needs, converting enquiries into bookings, and actively promoting hotel products and services.
- Upsell room categories, dining experiences, spa facilities, bars, and other hotel services while promoting reward programme.
- Develop and maintain an in-depth understanding of all hotel facilities, room categories, restaurants, services, and local attractions with the use of Shelf(Knowledge Base)
- Use performance insights and guest feedback to continuously develop skills and deliver outstanding results.
- Play an active role in shaping the guest journey by sharing ideas that enhance service, improve processes, and drive commercial success.
- The role will be following a shift pattern of 5 out of 7 days a week, including weekends/bank holidays, with a monthly rota published in advance.
Benefits as a Reservations Agent:
- Discounted PPHE hotel rates (extends to the Radisson Hotel Group and family & friends)
- F&B discounts at our restaurants and bars (for your whole party)
- Equipment provided to ensure you are working comfortably at home.
- 2 wellness days meaning you start with 30 days of holiday per year (pro rata) including bank holidays, increasing with years of service
- Two free meals per day
- Access to 40% of your pay before payday through Wagestream
- Recommend a friend scheme – up to £750!
- Vitality at work scheme with great gym discounts & more
- Ride to Work scheme & free cycling lessons
- 24/7 employee assistance programme
- Benefit Hub – Discounted prices at hundreds of stores, supermarkets, major retailers, attractions, restaurants, and cinemas
- Free dry cleaning for work uniform
- Annual Staff parties and events
- Company pension plan & award-winning training
About you:
- Ability to build strong working relationships with both internal and external stakeholders through effective verbal and written communication.
- Demonstrate flexibility and adaptability in response to changing business priorities and guest requirements.
- A keen interest in reservations, offering a further career in reservations, revenue and sales.
- Enthusiastic about Hospitality!
Are you ready to spread your energy, passion, and organisational skills to a team?
If the answer is YES, we want to engage with YOU!
