Reservations Coordinator

Job description

Working with these five unique and well defined London Brands will unlock an outstanding opportunity to build an emotional connection with our guests and create superior service experiences. From the world of entertainment, at W Leicester Square to the world of pure tradition, at The Park Tower Knightsbridge, there is always something new to discover.

As a company that cares about your success, Marriott has developed integrated Talent Management processes that will ultimately lead you rising to the top of your career.

We strive to challenge our associates to develop through our world-class learning and development programs, which will support you in your Marriott Journey.

Desired profile

Qualifications :

KEY ATTRIBUTES

Ø Possess a good command of English, both in verbal & written communication

Ø An excellent telephone manner and proven customer service skills

Ø Good knowledge or experience of the hospitality industry

Ø Good organisation and administration skills with an attention to detail

Ø Basic PC Skills including Microsoft office

Ø A team Player with flexible & positive attitude

Ø Hardworking and consistent

DESIRABLE ATTRIBUTES

Ø Previous experience with a minimum of 1 year in Reservations or Front Office in a 4 or 5 Star Hotel

Ø Previous experience using Opera PMS

Ø Be able to demonstrate experience in complaint handling

Ø Passion for the hospitality industry

Ø Able to work in a fast paced environment & remain calm under pressure

Ø Previous brand experience or knowledge

MAIN SCOPE OF ROLE

This position is part of the reactive sales team as a Reservations Coordinator for the Central London Hotels. The Sheraton Grand London Park Lane Hotel, The Park Tower Knightsbridge, A Luxury Collection Hotel, Le Méridien Piccadilly, W London Leicester Square and Aloft London Excel.

You'll be responsible for any reservations made over five of our London properties including and not limited to; inputting reservations from wholesalers, checking reports, responding to all emails within the service level, and ensuring that reservations are made to the highest standard. You will have a fantastic telephone manner and ability to deliver excellent customer service over the phone. A working knowledge of standard IT packages, attention to detail and organisational skills are essential.

MAIN DUTIES & RESPONSIBILITIES

Ø To be respectful and disciplined towards guests, colleagues and company equipment and materials.

Ø To ensure that the Employee Handbook procedures are followed precisely.

Ø To be fully aware of and strictly comply with all statutory requirements on Health and Safety and all aspects of the Health and Safety policy.

Ø To be fully knowledgeable of and follow precisely the safety and fire procedures.

Ø To uphold good housekeeping practices (i.e. neat and correct storage), and ensure safe, clean and pleasant working conditions

Ø Adhere to Marriott International Standards at all times.

Ø To learn and be fully conversant with the Opera computer system. To acquire basic knowledge of all PMS systems used in the company and, GDS and IPS systems.

Ø To satisfy enquiries regarding reservations in an efficient and courteous manner.

Ø To have knowledge of room categories, hotel facilities, rates, special packages, corporate rates, company cancellation policies and hotel availability at all times.

Ø To have and review on a regular basis, product knowledge of rooms and hotel facilities.

Ø To be fully conversant with reservation procedures and the correct insertion of these into Opera in accordance with the procedures set by the Reservations Manager.

Ø To observe company credit policies and procedures when handling a reservation.

Ø To ensure that all written correspondence is free from spelling mistakes and of the standard set by the manager and required by the company

Ø To handle and process all rate changes, amendments or cancellation of reservations to satisfy guest needs where possible within department and brand service levels.

Ø To complete daily duties and report checking. Ensuring that the reservations booked reports are checked on a daily basis and reservations are updated to our standards is an integral part of the position.

Ø Deal with wholesaler reservations (by fax, Email and telephone) and make wholesaler reservations in Opera.

Ø To be fully conversant with all market segments and rate plans, together with special rates and packages.

Ø To deal with or re-direct appropriately referral reservations for other sister properties.

Ø To control daily status in order to maximise occupancy and average room rate.

Ø To assist and promote the guest loyalty program whenever possible.

Ø To attend departmental meetings as and when required.

Ø To participate in internal and external training courses when required.

Ø To personally participate in cross training, if required.

Ø To be involved in the improvement and development of the reservation operational standards in agreement and conjunction with the Reservations Manager and the Reservations Supervisor.

Ø To maintain a high level of communication both with colleagues in Central London and in CRO.

Ø Assist in setting up and maintaining/up-dating Guest, Company, agency, source profiles as well as uploading rates, as required.

Ø Contribute to revenue generation by taking every opportunity to use sales and upselling techniques.

Ø To assist the reservations manager and the reservations supervisor in training any new member of staff as well as employees from other areas of the hotel as requested and as appropriate.

Ø To carry out other duties pertaining to the efficient running of the Reservations Department as requested by the Reservations Manager.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.