Reservations Executive
Accurately and efficiently receive and process guest reservations whilst observing policy and procedures for the property operation, and ensuring a timely response to all reservations enquiries. Through professional telephone etiquette, and email communications, provide accurate and helpful information regarding the property facilities and services to all contacts with a view to maximising room and rate yield and maximising revenue.
- Process and input group, FIT and corporate reservations following hotel reservations policy;
- Assist Events & Groups Executive in Reservations activities;
- Answer all calls promptly, within three rings using specified greeting for hotel, in a courteous and efficient manner. Ensure that all relevant information is obtained.
- Ensure all reservations are accurately actioned within the same working day.
- Take personal responsibility to ensure that all enquiries are addressed.
- Ensure all outward correspondence complies with company procedures, and any unusual correspondence is authorised by the Rooms Division Manager, General Manager or a senior member of the executive team.
- Action requirements made by the Revenue Team
- Adhere to rates published in the Rate Manual or rate advertisements.
- Exceptions to the published rates must be made through Senior Management
- Actively promote Accor Live Limitless membership and benefits
- Ensure traces and alerts are in place for a seamless stay delivery – ALL status level, rate exceptions, special celebrations and requirements
- Record and process commissions weekly
- Monitor and respond to all queries made via third party websites where we have portal access
- Maintain a positive selling approach to maximise yield in both occupancy and rates
- Previous experience within Hotel Guest Services Front Office area and proficiency in Opera or other PMS
- Effective time management
- Immaculate grooming and personal presentation
- Articulate communication skills and an understanding of luxury guest expectations.
- Self-motivated and enjoy working autonomously
- Friendly and engaging
- Co-ordinate various tasks simultaneously
- Excellent English communication in written and verbal.
- Clean police record
Support us in growing our distinctive culture by living the La Maison values of
- Passion and Pride: Be passionately in love with our brands, our guests and our people. Use our Emotional Intelligence
- Excellence: Comprehensive business approach, driving all levers to be best-in-class.
- Empowerment: Be an entrepreneur, fully accountable, with strong KPIs and freedom too.
- Proximity: Family spirit, responsibleness, solidarity & constant dialogue with the field.
- Trust & Transparency: Share everything, no taboo. Feedback is a gift.
- Long Term Relationship: With everyone – create a strong sense of belonging.
- Bespoke & Free: 100% experience driven, tailored service. Unlock creativity.
Permanent role, minimum guaranteed 30 hours a week