Job Title:
Reservations Agent
Reports to:
Reservations & Revenue Manager
Main Purpose of the Role
We’re no ordinary Hilton Hotel business ours is a design-led, inspirational and multi-faceted product,
attractive to a diverse customer base where locals are as valuable as exhibition, conference,
corporate and leisure guests and we strive to consistently deliver the best of standards to our
guests.
Your role is to deliver great Customer service in person, taking telephone enquiries or dealing with
email requests. It is vital that they are warmly and efficiently welcomed, as you confidently read and
respond appropriately to their individual requirements. To Support Reception to deliver great guest
service where needed and respond appropriately to their individual requirements.
You achieve this by getting a real buzz from dealing with every guest as an individual and really
focusing on delivering more than expected.
Key Areas of Responsibility
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Support the Reservations & Revenue Manager the with day-to-day operations, as well as
strategically guide the Ricoh Arena C&B Sales Team to assist in achieving your revenue goals
Be fully knowledgeable with the in house PMS system and be able to provide a memorable
stay for the Customer from booking to departure.
Be able to Step in to check in/out and assist with other reception duties should the need
arise.
Be knowledgeable of hotel rates and terms of business.
Support all members of the hotel team to achieve and maintain standards to the highest
possible level.
Attend briefing and de-briefing sessions whilst on shift.
To issue basic monthly financial information to all departments, ensuring their
understanding.
Carry out your own administration tasks, keeping a tidy work environment.
Assist with keeping all front of house areas clean and tidy, clearing away any
crockery/glassware etc.
Main Objectives
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Assisting guests in a friendly, courteous and professional
manner at reservation stage through to billing (ensuring any special requirements are
noted).
Attend brand training sessions as required and employ the Double Tree culture into your
daily routine.
Inputting of group bookings and rooming lists.
Taking ownership of individual and group arrival checks ensuring Reception are provided
with the relevant information and paperwork.
Take every opportunity to up sell F&B facilities.
Demonstrate full knowledge of the hotels facilities and specific room types and locations and
be able to convey information regarding offers and forthcoming Arena and Casino events.
Deal efficiently with all reservation requests, confirmation of bookings and special requests.
Have full knowledge of rates and terms of business and take every opportunity to upsell
rooms with the aim of achieving maximum occupancy at maximum rate.
Deal with complaints politely and positively making every effort to resolve there and then;
refer to Reservations & Revenue Manager if unable to resolve.
Knowing your competitors, their selling rates and facilities.
Stepping in to check in/out and assisting with other reception duties should the need arise.
Knowledge and Experience
Previous experience on working with Hilton OnQ would be an advantage but training will be given.
Personal Qualities
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Nice – a positive attitude and friendly approach
Recent full service hotel experience in reservations desirable.
Excellent interpersonal skills
Excellent administrative and organisational skills
A team player with a keen approach to new challenges / learning.
Able to communicate clearly, confidently and courteously.
Able to use tact and discretion, particularly when dealing with complaints.
Standards orientated with a ‘good eye for detail’
Smart, professional appearance.
Sense of fun with a positive outlook, a ‘smiley’ people person
Efficient IT skills.