Reservations Agent

Who we are:

We love what we do and what we do is important!  We believe that everyone should leave feeling better – this means not just our guests and owners, but also our teammates.  Everyone should go home feeling better because they learned something new or had fun working that day. 

Why work with Virgin Hotels:

Because it is fun, of course! But we appreciate that fun isn’t always enough – what else is in it for you?

• A day off for your birthday
• Generous family friendly policies and allowances
• Teammate discount at Virgin Hotels and 20 other Virgin brands!
• Training and development including apprenticeships
• Teammate meals provided
• 3 x your salary life assurance policy
• Employee Assistance Program and Company sick pay

Your mission:

Should you decide to accept it…

This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope reservations, then this just might be the right role for you.  We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service.  We will support company reservations policies, pricing, market strategy, yield, distribution/selling strategies, and revenue management best practices.  Adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimization through full utilization of company service standards, systems, business processes and specifications implemented by the Director of Revenue.

The Nitty-Gritty:

What exactly you will be doing…

• Maintain daily operations and effective running of the Reservations Department
• Maintain the Virgin “Tone of Voice” while answering all phone calls, upholding the culture & level of standards set by the management team.
  • Establish strong relationships with the other departments (Front Office, Accounts, Sales, etc.)
  • Drive the team to achieve goals (Revenue and Quality targets set and agreed with the Director of Revenue, i.e. Up selling, No show revenues, Test calls, etc.) and develop new ideas to improve processes
  • Monitor all incoming Reservations and correspondence, ensuring all requests are responded within 3 hours in accordance to the company’s standards and ensure the inbox is cleared by the end of the day.
  • Ensure all administrative procedures are completed accurately and in accordance with the departmental and Hotel guidelines
  • Handle group rooming list entry including awarding contractual concession assignment and establishing accurate billing
  • Anticipate group needs whenever possible and alerts groups in advance to sold out dates over group block or sold out pre and post dates to eliminate surprises at the time the rooming list is submitted
  • Assist in ensuring all accurate, up to date contract information, rate agreements, data input into HMS and Synxis system, for both existing and new clients
  • Create and implementation of the departmental SOPs and ensure that are kept up to date and cascaded to the team

Background must-have:

• Current right to work in the United Kingdom
• High school or equivalent education required
• At least one year of hotel or reservations experience
• Ability to clearly and pleasantly communicate in English
• Excellent interpersonal and communication skills
• Proficient in MS Word, PowerPoint, Outlook and Expert in MS Excel

Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds.  We are proud to be an inclusive and Equal Opportunity Employer.