Department: Reservation
Rate: £12.20 + STIP Bonus
Ibis London Earls Court provides guests with a warm welcome, spacious and comfortable accommodation with breath-taking views of the London skyline currently in the exciting process of a refurbishment with the aim to shift our hotel to a four-star hotel and new branding. Our new goal is to find the right candidates to be part of this amazing project to help us during the evolution to become a modern, stylish and innovative 12-storey hotel. The hotel is about to undergo a very unique project resulting in a dual branding stylish and modern hotel with a combination of 3* and 4* product allowing the property to tap into different markets.
Our promise is caring and impeccable service. We nurture real passion for service and achievement beyond limits.
Our mission is to make the impossible possible to realise your dreams.
POSITION OVERVIEW
To deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in helpful and speedy manner. To support all other departments, especially reception ensuring that all guests have an enjoyable stay with us. To be responsible for the day-to-day duties with accepting and entering individual and group reservations. Resolve guest problems and complaints as appropriately and professionally as possible.
MAIN RESPONSIBILITIES
Duties
- Responsible for individual and group reservations
- This also includes the management of group blocks relating to inventory, payment and group setup
- Handle enquiries for individual and group bookings via email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe.
- Handle any other department issues related to individual reservations (follow up on prepayment, routing, vouchers…)
- Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
- Manage payments, cancellations, rooming lists and terms and conditions.
- Maintains a precise filing system for all Group reservations and correspondence.
- Performs all reservations duties including making and entering reservations as required including TBRs
- Handle guest complaints and enquiries in an efficient and professional manner
- Ensures a clear line of communication with other departments for special requests or other reservation-related matters.
- Ensure VIP and complimentary room night procedures are adhered to.
- Ensure Accor brand and company standards are implemented and updated.
- Ensure security and safety procedures are updated and implemented.
- Promotes positive working environment by developing positive team spirit.
- Promote ALL Membership Program
Customer Relations
- Provide efficient, friendly and professional service to all guests, making all guests experience positive.
- Take a positive problem solving approach with guest problems and concerns, call the Manager on Duty if difficulties arise.
- Actively sell and promote, hotel facilities and services.
PERKS FOR YOU:
PERKS FOR YOU:
- Private Health Care
- Employee benefit card offering discounted rates at Accor worldwide
- Free and delicious meal breaks on duty
- Complimentary stays in UK and North Ireland
- Friends & Family discounts
- 50% food discounts in our restaurants
- Pension Scheme
- Eye Test Vouchers
- Staff Uniforms Provided
- Learning programs through our Academies
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
Candidates must have the right to work in the UK
NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.
