JOB PURPOSE
Responsible for handling guest bookings, managing inquiries, confirming reservations, and providing information about room availability, rates, and hotel services. They ensure a seamless reservation process, prioritizing customer satisfaction and accurately managing the hotel's reservation system.
DUTIES AND RESPONSIBILITIES
- Taking and Inputting Individual, Corporate & Group reservations:
Handling phone calls, emails, and online inquiries to confirm bookings, gather guest information, and enter details into the reservation system.
- Providing Customer Service:
Responding to inquiries, addressing concerns, and providing information about hotel services, amenities, and local attractions.
- Managing Availability:
Ensuring accurate room availability, updating reservation records, and communicating changes or cancellations to guests.
- Processing Payments:
Accepting deposits or full payment for reservations, ensuring accurate recording of transactions.
- Generating Confirmations & Group Contracts:
Sending confirmation letters or emails to guests, outlining their reservation details.
- Handling Cancellations and Modifications:
Processing requests for changes or cancellations, ensuring accurate updates in the reservation system.
- Upselling and Cross-selling:
Offering additional services, such as upgrades or amenities, to enhance the guest experience and potentially increase revenue.
- Maintaining Accuracy and Efficiency:
Ensuring accurate data entry, prompt responses to inquiries, and a smooth reservation process.
· Preparing daily, weekly & monthly reports
- Complying with Hotel Policies:
Following established procedures for handling reservations and interacting with guests.
- Communicating Effectively:
Providing clear and concise information to guests, both verbally and in writing.
- Resolving Issues:
Addressing any problems or discrepancies related to reservations in a timely and professional manner.
Revenue & Performance Management
· Ensure bookings are optimized to maximize sales, occupancy, and revenue.
· Accurately log and report on lost business, including reasons and revenue, using company’s reporting methodologies
· Support the achievement of weekly, monthly, and quarterly department KPIs.
· Apply upselling and cross-selling strategies across the group.
· Collaborate with the Revenue Manager and Sales team to identify and act on key business trends and seasonal opportunities.
Client Relations & Communication
· Ensure clear, timely, and professional communication at all stages of the sales and events process.
· Follow Warren House and IHG service standards in all guest and client interactions.
· Liaise directly with the Front Desk to assist with group-related accommodation bookings.
Operational Excellence
· Coordinate activities and sales functions across group, maintaining a consistent and professional approach.
· Actively contributes to team objectives, including chasing tentative or unconfirmed bookings.
· Maintain high standards of organization, always ensuring office coverage and support.
· Promptly record and escalate client feedback to the Sales Manager for resolution and service improvement.
· Keep all relevant departments informed of client requirements to ensure seamless event execution.
Health and Safety
- Understand and ensure that all events fall within the legal restrictions of the licensing of the property, keeping guests and staff safety in mind.
Skills & Attributes:
· Strong background in hotel corporate sales and event coordination.
· Exceptional communication, organizational, and multitasking abilities.
· Confident in managing multiple clients and venues simultaneously.
· Commercial awareness and target-driven mindset.
· Experience working with CRM systems (HubSpot), Microsoft Office, and relevant booking platforms.
Qualifications & Experience:
· Minimum of 2–3 years’ experience in hotel sales/events, ideally in a cluster or multi-property role.
· Experience with luxury venues and branded hotel operations (e.g., IHG) is preferred.
This job description is not all inclusive and is intended as an outline of the responsibilities and requirements of the role. The role and duties will evolve as the development expands, and other duties may be required to meet the on-going needs of the company.
Job Types: Full-time, Permanent
Pay: Up to £25,400.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Ability to commute/relocate:
- Surbiton KT6 5QQ: reliably commute or plan to relocate before starting work (required)
Experience:
- Reservations: 2 years (preferred)
Work authorisation:
- United Kingdom (required)
Willingness to travel:
- 25% (preferred)
Work Location: In person
