Reservations Executive

Job Description

Scope Of Position

Reporting to the Reservations Manager, you will be responsible for the accurate, and efficient execution of hotel room reservations, providing the highest level of personal service. You will process all reservations according to the established hotel requirements. The Reservations Executive will be required to be independent and proactive, acting as in a professional manner on a day-to-day basis, including high demand periods.

Responsibilities

• Operation

• Answer incoming reservation inquiries via phone, email, or online channels promptly and courteously.

• Assist guests in making room reservations, providing information about room types, rates, and hotel facilities.

• Input reservation details accurately into the hotel's reservation system.

• Process modifications, cancellations, and re-bookings as requested by guests.

• Liaise with and ensure clear communication channels and methods with all other departments in order to facilitate complete guest service.

• Exceeding guest expectations on a daily basis.

• Communication with staff and guests in a friendly and professional manner.

• Provide personalized service to guests by anticipating their needs and preferences.

• Address guest concerns, complaints, or special requests in a professional and efficient manner.

• Offer recommendations and assistance to guests seeking information about local attractions, dining options, and transportation.

• Promote upselling and cross-selling opportunities to maximize room revenue.

• Utilize upselling techniques to offer room upgrades, additional amenities, or packages to guests.

• Maintain accurate records of reservations, guest information, and payment details.

• Process payment transactions and handle billing inquiries in compliance with hotel policies.

• Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.

• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.

• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications

• Essential

• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation

• A proven track record and ability to provide high levels of service under pressure.

• Exceptional communication and customer service skills, both written and spoken.

• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.

• An understanding and willingness to contribute to a 24h operational schedule when required.

• Desirable

• Knowledge of Opera and MS Office including a detailed knowledge of Excel.

• An understanding of the luxury sector.

• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

• Disclaimer

• The information and statements in this Job Description only indicate the general nature and level of work to be performed by the employee. They are not an exhaustive list of all required responsibilities, duties and skills. Additional duties may be assigned and requirements may vary from time to time, in particular during special project periods. You may also be required to work in another position and another department from time to time, dependent on the needs of the business and within reason.

• Please note that this position will involve an element of pulling, Lifting, Pushing and/or Manual Handling.

• This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.

• Additional Information

Employee Benefits:

• Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

• 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).

• Staff meals whist on duty.

• Free dry cleaning for uniform.

• Employer pension contribution of 3%

• Enhanced sick pay.

• Enhanced maternity, paternity and adoption pay.

• Life Assurance 1x salary

• Employee assistance program, including virtual GP and financial advice.

• Season ticket loans and cycle to work scheme.

• Colleague gifting to celebrate special occasions.

• Paid days off to move house or give back time to a charity of your choice.

• Internal learning and development programmes tailored to you.

• Fun-filled events, whether that’s a pub quiz, team run or festive party.

• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.

• Worldwide development opportunities across Accor’s extensive brand portfolio.

• Our Values

Respect:

• We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:

• We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:

• We celebrate our differences. We support each other and we always stand together.​

Empowerment:

• We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:

• We build trust through mutual respect and being authentic.

• Diversity & Inclusion

• Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

About the Application Process:

• At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

• We aim to respond to every application promptly, however if you do not hear form us within 2 weeks, please assume your application has not been successful at this time.