Reservations Group Coordinator

"Why work for Pullman London St Pancras?
We welcome you as you are! We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore limitless possibilities within the company. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Position Overview

As a Groups Supervisor you will be responsible for all bedroom reservations for groups (8 rooms +) taken by telephone, fax or via the internet and email. You will also look to increase and optimise Room Sales in line with the brand and hotel’s sales policy. All group reservations must be dealt with in an efficient and pleasant manner to ensure maximum potential and you need to be able to multi task while under pressure and have a proactive approach to your work.

Main responsibilities

• Follows up the administration of reservations in groups thoroughly, making check-in operations easier for the Front Office team

• Transforms enquiries into reservations to maximise revenue
• Offers and explains the Accor Live Limitless loyalty program to all customers
• Ensures that all groups reservations details are entered into the system precisely and confirmed with the customer
• Ensures that any requests are passed onto the relevant department for action
• Helps to optimise occupancy and average room rates
• Respects and applies the hotel’s pricing policy and implements the Revenue Management policy
• To be fully aware of the hotel bedroom types, hotel facilities and its location including transport links to help support our customers in their experience.
• Ensures all customers first impression of the hotel is a Heartist one
• Develops and trains team members in group reservations to assist the Reservations Manager
• Supervises new and existing team members when they start with the hotel and supervises their work on a day to day basis.
• Liaise with the Reservations Manager and other Managers ( Welcome Manager/Guest Relations and Meeting & Events Manager) when implementing new procedures for groups
• To be fully aware of any restricted dates, special offers and promotions
• Completes and oversees department rota in the absence of the Reservations & Assistant Reservations Manager
• Completes checks for duplicate bookings and takes necessary action
• Handles and resolves all customer complaints in an efficient and effective manner and offers solutions and feedback on groups to the Reservations Manager for improvements to be made.
• Charges all no shows and tracks them
• Consolidate all invoices and check for accuracy prior and on the group departure date
• Ensures that all payments are handled securely and are accurate
• Produces Group rooming lists and ensures all relevant checks are carried out before the final bill is presented to the customer
• Enters and updates all details for group bookings on an ongoing basis

Reporting line

Reports to Reservations Manager and Assistant Reservations Manager (in the absence of the Manager)

• Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK
• Pension Scheme: Secure your future with our contributory pension plan
• Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide
• Complimentary Meals: Free meals provided whilst on duty
• Wellness Perks: Free access to the hotel gym
• Employee Assistance Programme: Confidential support available 24/7
• Annual Leave: Up to 33 days of annual leave per year (including public holidays)

Salary: £16.64 per hour (£33,746 per annum) 

The successful candidate must already have eligibility to work in the UK