Imperial Hotels London – based at Royal National Hotel
40 hours a week (5 Days out of 7 Days weekly rota)
Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes The Royal National Hotel, which remains the UK's largest hotel with over 1,600 rooms. The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel, and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH's flagship 4* Deluxe Hotel in 2024.
We are now recruiting a Group Sales and Reservations Agent based in our Commercial Office. We don't want you to work for us, we want you to work with us and be part of our ILH Family.
As Group Sales & Reservations Agent, you are the first point of contact that our guests have with Imperial London Hotels, building rapport and trust quickly over the telephone, understanding their individual requirements to enjoy a memorable stay at one of our 7 London hotels.
What you’ll be doing
Your key duties will be as follows:
* First point of contact with our guests, travel agents, or other third-party partners ensuring that any disputes are resolved in an efficient and professional manner.
* Respond promptly with reservations for the Imperial London Hotel group and update and amend bookings through Opera, ensuring that all bookings are accurately entered into the system.
* Respond positively to all sales enquiries and convert enquiries into future bookings.
* Take payment or advanced deposits for group and individual bookings.
* Where required, book group meals and other sundry items with relevant departments and staff members.
* Provide our guests with good knowledge of our hotel facilities, public areas, restaurants, and bedroom types, upselling where possible.
* Keep up to date and provide information on new and current offers, packages, pricing, and information about the hotels in the group.
* Make considered and thorough booking and allocation decisions based on availability and knowledge of prevailing market conditions.
What we’d like from you
* Previous experience gained in a Reservations or Call Centre environment.
* Good level of spoken and written English.
* A genuine interest in providing the best service for the customer.
* A confident and engaging telephone manner with the ability to build rapport quickly.
* Ability to effectively problem solve, ensuring that any complaints are resolved in a calm and professional manner.
* Excellent organisational skills and time management skills with the ability to balance different priorities.
* Flexible and reliable to work allocated shifts.
* Working knowledge of Opera would be beneficial.
What you’ll get in return
* 28 Days Holiday pro-rata increasing with length of service up to 33 days.
* Free meals on duty.
* Uniform & dry-cleaning.
* Employee recognition.
* Employee awards.
* Social events.
* Interest-free Season Ticket Loan / Travelcard Loan.
* 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability).
* Local discounts at Gym, Dry Cleaners, Bowling, and Restaurant outlets.
* Shopping discounts across several high-street brands and online retailers (via Each Person).
* Nursery Scheme via Each Person (subject to eligibility).
* Early Pay - Instantly access a portion of the pay you’ve already earned.
* Employee Assistance Programme- Supported by Hospitality Action.
* Training and development through our Imperial London Hotels Academy.
* Access to fully funded apprenticeships (subject to eligibility).
* £1,000 for your chosen course for development once you complete our Buddy programme (subject to eligibility).
* Access to Supported Study Scheme (subject to eligibility).
* Annual Free English Course accredited by UCL Centre for Languages & International Education.
* Opportunity to explore other roles within Imperial London Hotels after 1 year of service.
Extended Benefits:
* Technology Scheme (subject to eligibility).
* Cycle to Work Scheme (subject to eligibility).
* Electrical Car Scheme for senior management positions only (subject to eligibility).
Group Sales & Reservations Agent, London
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