Cluster Reservations Agent

InterContinental Hotels Group PLC; Oxford; On-site; GBP 31,000; Full time

Job summary

A leading hotel company is seeking a Cluster Reservations Agent to join the team at voco Oxford Spires and voco Oxford Thames. This full-time role includes managing reservations and ensuring high-quality customer service. Candidates should have at least one year of experience in a similar role and a strong attention to detail. You will enjoy benefits like a competitive salary, career progression opportunities, and discounts at over 15,000 stores. Join a team that values exceptional service and a focus on sustainability.

Benefits

Company sick pay

Meals while on duty

28 days holiday, increasing to 33 days

Generous discounts on hotels and restaurants

Paid volunteering days

Qualifications

• Minimum 1 year experience in a Reservations or Front Desk role.
• Strong customer service orientation with high attention to detail.
• Ability to prioritize work tasks and maintain high accuracy.

Responsibilities

• Handle enquiries and bookings efficiently.
• Communicate special requests to departments.
• Ensure all reservations correspondence is accurate.

Skills

Reservations Experience

Attention to Detail

Customer Service Skills

Sales Skills

Job description

Hotel: Oxford Spires (OXFAR), Abingdon Road, OX1 4PS

A fantastic opportunity for a Cluster Reservations Agent to join our Cluster team in voco Oxford Spires & voco Oxford Thames on a Full-Time contract! This is a Cluster role, split between the 2 properties.

We are offering a salary of £30,087.33 + 10% annual bonus.

Staff Accommodation in Oxford available!

At voco, everyone’s a host and ready to provide our guests with the relaxed but attentive stay that they desire. We are reliably different, a trusted name offering an informal, non-pretentious stay that leaves our guests with a lasting impression. With a focus on our environment, you will be greeted by environmentally conscious innovations from start to finish.

voco Oxford Spires, a stylish hotel in Oxford close to the river Thames, we are a short stroll from fascinating museums and university colleges in the city centre. At voco Oxford Spires our guest rooms offer welcoming voco flourishes.

Enjoy all-day dining in Deacons Restaurant and cocktails in Deacon’s bar with outside options for eating and drinking on the attractive terraces.

The Hotel is surrounded by gardens and if you are lucky (and quiet) you might even spot our resident family of muntjac deer.

Close to the heart of Oxford, on the banks of the River Thames, lies voco Oxford Thames hotel. With a history dating back to the Middle Ages, the hotel’s surroundings have an intriguing story to tell. voco Oxford Thames combines its medieval character with 21st-century style to create a unique setting for memorable meetings, conferences, and weddings alike. Dining at the voco Oxford Thames is a relaxed affair; discover British classics in the restaurant, enjoy pub favourites in the bar, or take afternoon tea either in the conservatory or out on the terrace.

Our Cluster Reservations Agent enjoy a range of benefits including:

• Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities
• Extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice
• Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• Meals whilst on duty
• 28 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated)
• We provide every employee company sick pay and life insurance
• Amazing discounts for our hotels and restaurants around the world
• Discounts from over 15,000 stores – all the way from retail to cinema
• Don’t forget, bring your friends, and take part in our generous ‘Refer a Friend’ programme!

We are looking for As a Reservations Agent, you will build strong relationships with your clients through regular contact by telephone, e-mail and in person. You will also actively seek client feedback and sales leads wherever possible. All bookings will be made via our in-house system, creating written confirmations & function sheets.

Given the nature of this role, it is important that you have some Reservations Experience whether you have previously worked in a Hotel or a Destination Venue, or in a Sales administration role. Along with the above, you’ll pride yourself on your high levels of attention to detail and delivering our brand standards.

Your main responsibilities as a Cluster Reservations Agent will be:

• To handle individual enquiries and bookings in an efficient and pleasant manner.
• To handle and communicate special requests to various departments
• To provide service of high quality and high accuracy for all reservations. Ensure relevant platforms / systems are up-to-date including OTA extranets
• To check all reservations correspondence prior to arrival ensuring accuracy and maximising occupancy
• To ensure daily / weekly reservations tasks are completed
• To ensure all standards and procedures comply with IHG and UK Managed Hotels’ standard
• To ensure enquiries are managed to maximise sales, occupancy and revenue, including up-selling equipment, F&B and relevant hotel facilities wherever possible
• To actively consider prevention, recovery and investigation of any complaints
• To consistently deliver an excellent service to all guests and clients making enquiries or bookings at the hotel, with face to face and telephone meetings.
• To establish client requirements and identifying how the hotel can facilitate their needs
• To succeed as a Reservations Agent, you will need:
• A minimum of 1 years’ experience within a Reservations or Front Desk role in a similar sized property is essential.
• Experience in delivering high quality of customer service skills.
• Ability to prioritise work tasks and maintain high accuracy.

To succeed as a Cluster Reservations Agent, you will need:

• To ensure enquiries are managed to maximise sales, occupancy and revenue, including up-selling equipment, F&B and relevant hotel facilities wherever possible
• To accurately input all enquiries into Sales and Catering system
• To compile accurate function sheets, distributing weekly and discussing with Operations Team, accordingly, proving updates as require
• To actively work as part of a team to achieve the department objectives and budget
• To actively consider prevention, recovery and investigation of any complaints
• To liaise with clients to ensure that accurate details for each event & reservation are obtained
• To consistently deliver an excellent service to all guests and clients making enquiries or bookings at the hotel, with face to face and telephone meetings.
• To establish client requirements and identifying how the hotel can facilitate their needs

If you are someone who wants to join a company which favours laid-back but attentive connections with a focus on the environment, apply today to join our team as a Cluster Reservations Agent!

You must meet the legal requirements to work in the UK.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Who we are

Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco hotels

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.