Key Job Responsibilities:

To ensure the handling of all aspects of individual and group reservations is handled efficiently and promptly.
To work as part of a team to ensure all individual and group reservations are inputted accurately and concisely into the Property Management System, in accordance with company rules and procedures.
To efficiently answer all calls enquiring about reservations at all times and help others in the department as and when necessary.
To convert bedroom accommodation enquiries into bookings on the phone, in person or by correspondence, handling all telephone calls in a friendly and professional manner, seeking assistance with queries as required.
Liaise and communicate special requirements to other departments e.g. Cots, VIP’s and late arrivals.
To assist in all communications meetings put in place between Reservations and other departments to ensure follow-up of issues raised during those meetings.
Ensure a consistently high level of quality and service is provided at all times by following all procedures in place.
Be aware of occupancy / revenue forecast / planned figures and act upon to ensure targets are met.
Ensure credit facilities/payment procedures are adhered to and passed to the Accounts Department for approval.
Assist Accounts and Front Office staff in ensuring that group billing is correct.

Customer Service:

Demonstrate service attributes in accordance with industry expectations and company standards to include:-

Being attentive to guests
Accurately and promptly fulfilling guest requests
Understand and anticipate guest needs
Maintain a high level of knowledge which will enhance the guest experience
Demonstrate a service attitude that exceeds expectations
Take appropriate action to resolve guest complaints.
Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
Be able to promote the hotel (and Hilton Hotels generally) products and services.
Maintain a high level of product and service knowledge about Hampton Hotels.

General:

Comply with the company corporate code of conduct at all times.
Familiarise yourself with the company vision and values which link to our model of desired behaviours that we expect all employees to display.
Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
Have the desire and ability to improve your knowledge and abilities through on-going training.
Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.
To present a professional, friendly and efficient impression of the hotel at all times.
To ensure that all tasks relating to guest comfort, guest satisfaction or the impression the guest receives of the Hotel must be treated with utmost priority.
To maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
To attend any meetings and training sessions as required for the position.
To maintain vigilance regarding possible fraud and potential security risks.
To be fully conversant with all facilities and service of the Hampton by Hilton London Waterloo.
To be conversant with the responsibilities and duties of staff and management at the Hampton by Hilton London Waterloo.

Job Type: Part-time
Part-time hours: 20-25 per week

Salary: £11.00 per hour

Benefits:

Schedule:

Reservations Assistant

Position Overview & Specifications