Reservations Agent

Contract: Full time

Overview

One Aldwych is one of the very few hotels in London, or indeed the world that can say it is truly independent. We like to think we do things differently, always with a warm, friendly spirit. Our story is very much our own to write and we invite you to become part of the next chapter.

Designed to be more than just a place to lay your head, each suite and bedroom at One Aldwych embraces a contemporary, stylish character ready to host, cocoon and enchant. Bespoke furniture and fittings were either crafted by British manufacturers or pay homage to the sense of modern, independent Britishness that we represent.

We believe One Aldwych is the hotel for Londoners at heart, wherever they might be from. For the curious minded, you have access to the finest entertainment and cultural adventures, positioned as we are on the doorstep to galleries, museums, West End theatres and the famous Royal Opera House.

Our promise to you

• 28 to 32 days holiday per year (increase with years of service)
• Complimentary stay including a food and beverage experience
• Career planning - regular performance reviews
• £1,000 "Refer a Friend" scheme
• 50% Discount in Food and Beverage Outlets
• Cycle to work scheme or season ticket loan
• Uniform and meals on duty
• Discounted friends and family rates
• Employee assistance programme
• Reward programmes, long service awards and staff recognition incentives

What you will bring

• Our success is built on the strength of our independent spirit and the passion for high standards our employees bring and grow
• As part of our Reservations team, you will strive to create memorable and personal experiences for our guests
• We are meticulous - You will be able to gage detail from our guests and equally able to record and present information to all parties meticulously
• You will be engaging and leaving positive lasting impressions with guests and colleagues. You will be an expert in converting enquiries into bookings
• Previous experience in a similar role and in a luxury environment are an advantage
• You are able to articulate in spoken and written English and will be computer literate and ideally familiar with Opera Cloud and Microsoft Office software

Your responsibilities

• Ensure all incoming emails and messages are dealt with promptly and accurately, within the required response times laid out in the departmental standards.
• Make and confirm incoming room and food & beverage bookings in line with LQA and departmental standards
• Respond to incoming emails and calls in a professional, warm and engaging manner, in accordance with One Aldwych guidelines and in adherence to Leading Quality Assurance (LQA) standards.
• To have an immaculate telephone etiquette
• Input all reservations accurately into Opera Cloud system, or Open Table/InfoGenesis.
• Be fully conversant with all hotel rates, including Best Available Rate (BAR), corporates, packages & promotions, wholesalers and other contracted rates.
• Answer all incoming switchboard calls in accordance with the LQA and departmental standards
• Take all incoming Room Service orders and pass all details on to the Room Service team