Hotel Reservations Coordinator

Lancashire Cricket; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prominent sports venue in Manchester is seeking a Hotel Reservations Coordinator to join the Hilton Garden Inn team. This unique role involves managing room bookings, ensuring inventory accuracy, and providing exceptional customer service within a vibrant events environment. Ideal candidates will have prior reservations experience, a strong customer service focus, and a passion for hospitality. This role offers various benefits including pension schemes, discounts, and promotion of a diverse workforce.

Benefits

Enhanced Pension and Life Assurance

Health Cash Plan

Enhanced Annual Leave

2 x Lancashire Cricket Club Memberships

On-site retail and hotel discounts

Free parking

Cycle to Work Scheme

Qualifications

• Experience in a hotel or customer service environment is preferred.
• Ability to work under pressure and maintain performance standards.
• Commitment to high customer service principles.

Responsibilities

• Manage room inventory, allocations, and bookings.
• Maintain accurate information on travel agent platforms.
• Handle guest enquiries with professionalism and warmth.
• Champion upselling opportunities and guest experience.

Skills

Reservations experience

Knowledge of hotel property management systems

Good organisation and administration skills

Exceptional communication skills

Job description

Hotel Reservations Coordinator

Location: Manchester, Greater Manchester, United Kingdom

Salary: Competitive

Employment Type: Full Time, Permanent

About Us:

We have an exciting opportunity for somebody to join our Hilton Garden Inn Hotel team as a Hotel Reservations Coordinator.

The Hilton Garden Inn at Emirates Old Trafford (the Home of Lancashire Cricket) is a unique hotel positioned in a world class thriving multi-purpose venue that hosts a multitude of large-scale and high-profile events, from international cricket to sell-out concerts.

The hotel, with its 250 bedrooms (including 125 pitch-facing rooms), restaurant (breakfast and dinner) and bar is located within the Emirates Old Trafford venue sitting alongside our award-winning conference & events facilities integrating seamlessly with the stadium and all the events that it hosts.

This is a unique opportunity to be part of something big! You are not just working at a hotel you are working at a cricket and concert venue.

Role Overview:

As a Reservations Coordinator at the Hilton Garden Inn Emirates Old Trafford, you will play a key role in supporting the smooth and efficient operation of our dynamic hotel within a world-class sports and entertainment venue. You will be responsible for managing room inventory, allocations, and transient bookings, overseeing FIT contracts, and maintaining accurate information across multiple travel agent platforms.

A detail-driven approach to quality control is essential to ensure all reservations and packages are correctly processed. You will act as a professional and welcoming point of contact for guests, confidently handling enquiries both in person and over the phone, while also championing upselling opportunities and Hilton Honors enrolments to enhance the guest experience and maximise revenue.

Responsibilities:

As our Reservations Coordinator your responsibilities will include, but by no means be limited to:

• Inventory Management for all group business, allocations, and transient bookings using OnQ Rate & Inventory.
• Manage FIT contracts and ensure their allocations are managed according to business demands.
• Manage the various travel agent extranets to ensure hotel information is up to date and verify reservation accuracy.
• Quality Control – Ensure reservations are booked correctly and that packages are attached accordingly.
• Confidently deal with general enquiries made by walk-ins and telephone enquiries, ensuring the enquiry is dealt with by the appropriate department/person.
• Answer all direct calls that come through the switchboard politely and in a professional manner.
• Be a Champion for upselling and lead Hilton Honors enrolments

Qualifications and Experience:

To be successful in this role, ideally we would like you to have:

• Reservations experience from either a professional, customer service or hotel background.
• Knowledge of hotel property management systems.
• Good organisation and administration skills with a high level of IT skill.
• Ability to work under pressure.
• Commitment to delivering a high level of customer service with a positive attitude and exceptional communication skills.
• Ability to work outside of office hours as and when required within the Events season.
• Display a commitment to undertake necessary training required for all reception positions across the Hotel.

Benefits:

• Enhanced Pension and Life Assurance
• Health Cash Plan
• Enhanced Annual Leave
• 2 x Lancashire Cricket Club Memberships
• On-site retail and hotel discounts
• Free parking
• Cycle to Work Scheme
• Plus many more!

We look forward to hearing from you if you have skills that support our future vision. Lancashire Cricket is an equal opportunities organisation and we are committed to providing new opportunities and striving for greater diversity.

It is a priority for Lancashire Cricket to ensure our Club appropriately reflects the wider communities across the North West and as we strive to meet Sport England Guidance in this regard, we would welcome applications from individuals with the appropriate skills and experience that can also enhance our current diversity mix at the Club.

We welcome applications from all ages and backgrounds and are looking for candidates who can contribute diversity of representation and thinking to Lancashire Cricket.