Reservations Co-Ordinator

Role: Reservations Co-Ordinator
Location: Seaham Hall, County Durham
Resort information: £26,436.80 based on a working week of 40hours plus share of service charge approx £2ka year
Hours: 40hours a week (Full-Time), including weekends & bank holidays, earliest start is 7.45am, latest finish is 10.15pm
Relationships: General Manager, Operations Manager, Reservations Team, Reception Team

We are expanding our team and are seeking enthusiastic individuals to join our small team. The role is predominately office based however cross departmental training is encouraged to enable our reception team to work closely with the reservations team.

All team members will be required to be confident in all aspects of reservations including overnight stays, spa reservations, restaurant reservations, group bookings, and gift voucher sales. Full training will be given.

Key responsibilities of this position include:

• Answering incoming calls and emails into the hotel and spa, dealing with queries in an efficient timely mannerco-ordinating all reservations from individual reservations through to group reservations for both hotel and spa including bedrooms, restaurant and spa reservations.
• Handling guest requests via email and over the phone and going that extra mile anticipating guests needs and upselling
• Follow up the administration of all reservations from booking to arrival, ensuring smooth check-in operations throughout the hotel and spa
• See every enquiry as a sales opportunity
• Carry out a banking at the end of each shift, correcting any discrepancies
• Gain in-depth knowledge of all areas of the business including hotel packages, spa packages and treatments available

The ideal candidate

• Previous experience in hospitality is desired with experience of face to face and over the phone communication skills in reception/customer service
• Fluent and clear spoken English with good written English and an excellent telephone manner
• Excellent verbal and written communication skills with competent computer skills in Microsoft packages. Opera, Core and res diary experience is desirable
• Attention to detail to ensure our 5-star standard of service is delivered consistently
• Ability to effectively interact with management, team members and guests in a professional manner
• Be a team player as well as an individual worker, being comfortable with lone-working and shift-based rota work
• To be well presented and represent a high standard of competence at all times
• Must have transport

Benefits

• Full training & development provided
• Progression opportunities available for the right team members
• Exciting opportunity to be a part of an award-winning business with many accolades including gold winner at the North East England Tourism Awards for three years in a row and a finalist in The Cateys 2020 for Independent Hotel of The Year
• Competitive salary
• 28 days holidays per annum including bank holidays
• Free parking onsite
• Monthly incentives and rewards schemes including employee of the month

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