Reservation Agent - Fixed Term 12 months

"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"

Main responsibilities

• Follows up the administration of reservations thoroughly, making check-in operations easier for the Front Office team
• To be fully conversant with Opera Cloud and hotel systems
• Transforms enquiries into reservations to maximise revenue
• Offer and explain the ALL Accor loyalty program to all customers
• Ensures that all 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
• Ensures all customers first impression of the hotel is a Heartist one
• To be fully aware of any restricted dates, special offers and promotions
• Complete checks for duplicate bookings and take necessary action
• Handles and resolve all customers complaints in an efficient manner
• Charges all no shows and track them
• Ensures that all payments are handled securely
• To provide a hospitable service to the standards laid down in the Pullman Standards Training Manual
• To maintain at all times the filing and filing syste
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• To check all correspondence in connection with reservations and deal with accordingly
• To be fully aware of all types of bedrooms, all their facilities and locations
• To be able to offer an alternative (i.e. date, type of room) if we cannot provide what our caller requires
• To ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
• To run all appropriate reports connected with rooms as laid down in the Reservations Manual and distributed to the General Manager and Welcome Manager – as agreed with your manager
• To work in accordance with the rooms strategy/top line actions
• To communicate and co-ordinate group enquiries, rate quotes with the Sales Manager and via the Reservations Manager
• To ensure that group information and contracts are kept up to date and followed up in line with hotel policy
• To ensure that the hotel credit policy is adhered to
• To advise housekeeping of any special requirements requested, i.e. late booking, Z beds, cots and VIP’s
• To develop and maintain good working relationships with all departments in the hotel
• To attend all relevant training as and when required
• To attend all Pullman and statutory training sessions as advised by the Reservations Manager
• To take part in Signature Training and then take Signature phone

• 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: £14.96 per hour (£30,338 per annum) 

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