Central Reservations Co-ordinator
Salary £15,000 pa
Plus Staff Discount and Pension Scheme
Job Specification:
An exciting opportunity to join our newly formed Central Reservations Team based at
the Three Swans Hotel, Market Harborough, Leicestershire LE16 7NJ.
The position will involve providing a central revenue coordinator service for the 8 hotels within
The Coaching Inn Group and to ensure an efficient, prompt, trouble-free and courteous service
to our hotel guests. This will involve answering any queries customers have on the hotels,
processing telephone and online bedroom reservations, conference and banqueting enquiries
and ensuring that all information provided by our guests is passed onto the correct Hotel teams.
As a central reservations coordinator the key responsibilities will include:

Delivering high standards of customer service ensuring the required standards are not
only met but exceeded

Recording and processing all enquiries made by phone, email and fax efficiently and
accurately

To be fully aware of all information required to successfully answer an enquiry , and to
obtain and record it accurately and efficiently

Converting enquires into sales in order to maximize revenue & occupancy whilst
delivering excellent customer service

Develop excellent knowledge of the hotel's facilities and services and pass this
information on to the guest whenever the possibility arises, in order to maximize hotel
sales

To be fully conversant with The Coaching Inn Group property management system in
order to deal with bookings in an efficient and professional manner

Adhering to The Coaching Inn Group standards and concepts

Complying with all necessary billing procedures as well as internet and email procedures
to ensure sensitive information is protected where necessary
The successful candidate will:

Have excellent customer service skills and be passionate and consistent about exceeding
guest expectations

Be able to multi-task effectively

Be enthusiastic and positive

Have excellent communication skills, a friendly and helpful telephone manner and good
command of English

Demonstrate proficiency is using systems such as word and excel

Have previous experience working within a sales or reservations environment

Have experience of adhering to company processes and procedures

Be able to demonstrate competence in complaint handling

Have a real passion for customer service and the hospitality industry

Be able to work flexible hours which will involve some evenings and weekends

Able to work in a fast paced working environment and remain calm under pressure

Have the ability to maintain high standards of work whilst dealing with high volume calls

Have excellent interpersonal, communication and presentation skills

The ideal candidate will also have previous experience of working in a reservation
agents’ role

Previous experience of using a hotel booking system is advantageous
If you have the necessary skills and experience then please apply to:
[email protected]