Job Description

Cluster Reservations Agent

Residence Inn by Marriott London Kensington

Salary: \xc2\xa324,000.00 Per annum
Job Type: Permanent
Hours: Full-time
Town: London

Within easy walk of Kensington High Street, this buzzing location is close to London\'s key sites and excellent transport links Within easy walk of Kensington High Street, this buzzing location is close to London\'s key sites and excellent transport links We are currently hiring a Cluster Reservations Agent who will be responsible for ensuring accuracy and efficiency in processing suite reservations for a portfolio of three Residence Inn hotels. The agent will be expected to follow the hotel\'s policies and procedures to the highest standard and ensure maximum yield. Benefits

• Worldwide employee discounts at Marriott Hotels;
• Hotel discounts across all Axiom Hospitality hotels \xe2\x80\x93 colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at \xc2\xa3250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Key Responsibilities

• To ensure all telephone calls are answered in line with brand standards/ call audit standards.
• Ensure all incoming emails are acknowledged and responded to in a professional, efficient, and timely manner.
• To use negotiating skills and creative selling abilities to close on business and negotiate contracts.
• To quote and handle all group enquiries.
• Coordinate with sales to process rooming lists and reservation cards.
• To execute and support the operational aspects of business booked (e.g., generating proposals, writing contracts, customer correspondence).
• To assist with monitoring the accuracy of reservation sales orders within tracking systems.
• To track no-show reservations and process charges. To track cancellations and early departure fee charges.
• To check daily arrivals to ensure all appropriate billing instructions are applied to them, the guest profiles are checked and displayed according to standard, and all the special requests are communicated to the relevant departments.
• To understand the overall market - competitors\xe2\x80\x99 strengths and weaknesses, economic trends, supply and demand, etc. and know how to sell against them.
• To assist the guest service department with balancing & room authorisation via Marsha, assisting with overbooking level and booking out if required
• To provide excellent customer service consistent with the daily service basics of the brand.
• To serve the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations while building a relationship and loyalty to the company.
• To cross-train at \xe2\x80\x9csister\xe2\x80\x9d properties to familiarise them with their facilities to be able to cross-sell them.
• To promote the image of the hotel and the Company by the provision of quality customer care standards both internally and externally.

Performance Measures

• Connect Physical and Virtual Show rounds.
• Engage New Leads and prospects, Follow-ups and conversion of sales leads, Cross-selling leads and conversion.
• Deliver Conversion and Upselling Targets, Total Revenue, and Market Performance (RGI).

Essential Skills, Knowledge, Experience and Qualifications

• Experienced Reservations/Customer Relations professional with experience in the hotel market
• Fully conversant with Opera PMS, Marsha, and Marriott systems
• Proficient in MS Word, Excel and online tools
• Ability to work under pressure to meet deadlines and targets
• Understanding of the hospitality and travel industry
• Ability to function independently with a minimum of supervision
• Demonstrated strong negotiation and rapport-building skills
• Demonstrated strong interpersonal, organizational and communication skills (written and verbal)

Ideal Candidate

• Engaging, enthusiastic and motivated
• Results-driven and able to work under pressure
• Flexible to change and able to react very quickly to that change
• Excellent level of English in written and spoken format
• Excellent communicator and able to connect with all levels in the business, flexing style as appropriate
• Competent computer skills, word, excel, power points
• Effective organisational skills: able to prioritise tasks and self-manage a demanding workload or reactive and proactive work
• A high degree of integrity and professionalism and the ability to always act as an ambassador for the hotel and Axiom Hospitality
• Ability to work with minimum supervision, working to own initiative
• Strong organizational skills developed in a fast-paced environment

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment. Having these core skills will put you one step further to joining Axiom Hospitality and the Residence Inn by Marriott London Kensington Opportunities for all At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business. At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels\xe2\x80\x99 impact on the environment through internationally recognised eco-label certification. Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.