Reservations Agent (Temporary Position - Maternity Leave Cover)

Are you ready to Love What You Do? We are seeking a skilled Reservations Agent to join our team temporarily to cover maternity leave. As a Reservations Agent, you will be responsible for assisting customers with booking reservations, providing information about our services, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, attention to detail, and the ability to thrive in a fast-paced environment.

PERSONAL SPECIFICATION:

• Exceptional organization and administrative skills
• Friendly demeanor
• Excellent level of spoken and written English
• Friendly & professional telephone etiquette
• Exceptional PC and Microsoft Excel skills
• Ability to remain calm under pressure
• Attentive to details
• Ability to be flexible regarding scheduling

SUMMARY OF DUTIES AND RESPONSIBILITIES

• To answer telephone calls and emails according to Firmdale standard
• Ensure all pertinent information is recorded and replied to within 24 hours when processing, amending, canceling or confirming reservations
• To ensure that regular guests receive priority when making a reservation, especially during peak periods
• Ensure all information for individual and group reservations is correctly entered into the system before arrival, particularly with regard to room allocations, VIPs, and special rates
• Ensure all correspondence for individual and group reservations are filed by date order.
• To liaise with Sales & Events and assist with potential sales leads

• To know all room types and unique selling points
• To know all room rates
• Confidently articulate the Firmdale product
• To know London, New York, and more specifically, midtown Manhattan.
• To cover reception when required and keep up to date with all front desk procedures
• To ensure a high level of communication is maintained between reservations and all other departments within the hotel
• To have a thorough knowledge of the hotel and company
• To maintain a clean and organized workplace
• Undertakes duties assigned by the Reservations Manager or designated Duty Manager.
• To carry out any other tasks required from time to time by management.
• Comply with all company procedures as issued by management and/or as laid down in your terms & conditions of employment.

BENEFITS:

• Opportunity to gain experience in the hospitality industry
• Temporary position with the potential for extension or permanent opportunities