As a Central Reservationist, you will serve as the first line of inquiry for room reservations within one of our hotels. You will be responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs.
Hours 42.5 hours per week, 5 days a week
Salary Range: Negotiable as per experience
Overall ObjectiveWorking as part of the Central Reservation team, to take reservations for the Oceana Collection of Hotels. You will work with customers to determine their needs and build repeat and expand business and achieve targets and budgets.
Close working relationship: Revenue Manager, Sales, Hotel Receptions, Duty Managers, Accounts, Sales Manager
Duties & Responsibilities:
To promote the Properties at all times in a professional manner to the high standards required by Oceana Hotels.
To meet given targets and assist in the delivery of the company budget
To work alongside the Corporate Sales Manager and Reservations Manager and to assist in maximising occupancy, meetings and events throughout the year in the central properties
To ensure that the current business held by the Central properties is under constant review and is replaced with more profitable, higher tariff business where possible but with careful regard to longstanding existing business.
To be fully aware of all hotel services and activities.
To be fully aware of, and strictly adhere to, security procedures laid down by the hotel and company. This to include keys, stock, cash and property.
To be aware of and strictly adhere to fire procedure precautions and bomb threat procedures as laid down by the hotel and company in order to satisfy statutory legislation.
To attend training when required
To be fully aware of and comply with hotel and company rules and regulations as identified in the Staff handbook.
Develop good understanding of each of the Oceana Collection properties to maximise occupancy and average room rate
Respond customers enquiries in a courteous and professional manner
Answer telephones, in line with the Company and Department standards.
Promote effective communication within the department by being receptive to issues communicated to you and to ensure that you pass on all relevant communications from colleagues or guests to the appropriate person.
Focus on converting the enquiry to a confirm booking
Commitment to deliver a high level of customer service
Working on 2 PMS systems
Making sure all the information is kept clear and proper communicated to all departments concerned so that guest receive the required service when checked in
Understanding of payment methods and processing bookings
Balancing the days taking, between the PMS and PDQ machines
Making sure the hotels are aware of any changes to reservations, meal booking, and dates etc
Making sure that all reservations are entered correctly for accurate statistics
Have a good understanding of promotions, offers and special events rates
Assist and train Hotel receptions with changes in bookings when the desks are under pressure
Adhering to GDPR policies
Fully aware of and adhere to Health and Safety and fire procedures
Maintain good communication and working relationships with all hotel departments
Excellent communications skills, fluent spoken English and pleasant phone manners
Previous experience in reservations/front office or an equivalent combination of education and experience would be ideal.
Hands on experience with office machines and computers
Knowledge of customer service and office management
Problem-solving, handling complaints and ability to work under pressure
Working knowledge of Hotel Perfect is a plus
High School diploma; additional certification is a plus
Excellent training and development opportunities
Meals and uniform provided as per company policy
Bonus Scheme on achieving targets
Excellent career progression opportunities within a successful growing business
Discounts on Oceana Day Spa, overnight stays and dinning across the Oceana Hotels Group
Job Type: Full-time
Customer Service: 1 year (Preferred)
Hotel Reservation: 1 year (Preferred)