Stoke Park Careers

Job Details

Title: Hotel and Spa Reservationist

Department: Reservations

Reports To

Reservations and Revenue Manager

Overall Purpose

To ensure that as from the very first contact with Stoke Park guests & colleagues receive the highest standard of service & co-operation at all times & to assist in the efficient management of the reservations and reception department. To make sure AA Standards are followed at all times.

Specific Duties

To ensure that you are fully aware of all House tariffs, spa and salon tariffs, facilities & current activities.
To accurately take & input Hotel Reservations and Spa Retreats, ensuring maximum yield & occupancy in accordance to Company Standards.
To accurately take & input Spa Treatments, Tennis Lessons, Classes, Creche, Golf bookings and lessons, & Restaurant bookings in accordance to Company Standards.
To be responsible for the accuracy of all administration of bookings & carry out checks on a daily & weekly basis.
To be fully aware of the Hotel credit policies & to ensure that each booking adheres to this.
To adhere to Departmental SOP manual and AA Standards, ensuring 5 star service is met from the first point of contact.
To update, check & manage rates & bookings for on line reservations on Opera, Trust, Late Rooms, Booking.com, Mr & Mrs Smith and other third party websites that Stoke Park is part of.
To update, check & manage rates on spa menu & communicate any changes to all Front of House staff.
To assist with inputting rates and offers (current and new) onto Opera and other related sites.
To update, check, manage rates & bookings on Opera/Concept & communicate any changes to all Front of House staff.
To liaise with all departments & communicate any special requirements of individual guests.
To provide an efficient & professional service at all times & deal with guest enquiries either by email, fax, telephone, letter or verbal.
To have full working knowledge of all Front of House, Spa & Salon related systems & equipment.
To ensure computer maintenance procedures ie. backups are undertaken & to report any errors immediately.
To ensure every guest and member receives written confirmation within 24 hours of confirming a reservation ( room, package or retreat reservation)
To attend the Daily Dash meeting and communicate traces, special requirements, VIP and combined Hotel and Spa Reservations efficiently.
To deal with all brochure enquiries relating to accommodation, Spa and bookings & track responses to these enquiries.
To be fully trained on Thalgo & Terrake Products and range.
To assist with group promotions and packages design.
To attend meetings, appraisals and training as required.
To assist in training of other Front of House team members in effective reservation practices & ensure that these are adhered to at all times.
To ensure the accuracy of all administration information & respect confidentiality.
To be aware of and adhere to health and safety, fire and bomb threat procedures. Plus report any item which causes concern to staff or clients.
To report any maintenance that is required through the correct channels.
To ensure that you report for duty in line with the rota and are presented in a clean well maintained uniform.
Other ad-hoc duties as required.

Skills:

A need for excellence with high attention to detail.

Good Communication Skills, both face to face and over the telephone and e-mail.

Effective Organisation Skills and a systematic approach.

Effective Time Management and prioritising skills

To have a working knowledge of all Front of House/Spa related equipment and systems, Opera and Concept.

40 hours per week to include weekends bank holidays as per the rota.

Apply Online

Application For - Hotel and Spa Reservationist(Reservations)

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Education & Training

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Employment History

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General Information

What attracts you to working in the Hospitality and Leisure Industry?

Please give an example of when you have provided 'excellent customer service'

Why have you applied for this vacancy?

Describe your major achievements over the last two years

Please provide any additional information that you feel will support your application

Additional Information

When would you be available to start employment?

Do you hold a current clean driving licence?

Yes

Do you need a work permit to work in the UK?*

Yes

You will be asked for proof of this prior to starting work.
This information is required so that we can ensure that we are complying with the Asylum and Immigration Act 1996

Current Salary

Salary Expectation

References

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Reference 1

Reference 2

Declaration

I declare that the information I have given in this application is correct and that I have not knowingly withheld any fact or circumstance. I understand that, if it is found at a later date that I have given false information on this application, this could result in dismissal*

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