Reservations Agent

TN United Kingdom; Blackpool; On-site; GBP 20,000 - 30,000

Job description

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At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people:

• Discounted hotel room rates for you and your friends & family
• An extra day's holiday for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

As a Reservations Agent at Holiday Inn Blackpool, you will be responsible for managing guest reservations, (both hotel and restaurant) efficiently and professionally, ensuring a seamless booking experience. You will handle incoming inquiries, process reservations, and maximise occupancy and revenue through effective sales techniques. Your role is essential in delivering outstanding customer service, ensuring guests receive a warm and welcoming experience from their very first interaction and the highest level of service in line with our hotel’s standards across all areas, (which will include Holiday Inn, Platform 9 & Marco’s New York Italian).

A DAY IN THE LIFE OF A RESERVATIONS AGENT AT THE HOLIDAY INN BLACKPOOL

• Collaborate with internal teams ( front office, sales, food & beverage and housekeeping) to ensure a smooth reservation process for our guests
• Liaise with corporate clients, travel agents, and tour operators to manage group and business bookings
• Work closely with the Commercial Hub Manager to adjust availability and pricing based on occupancy levels
• Attend daily operational briefings to communicate key booking updates and VIP guest arrivals, groups arrivals and any meeting and events
• Handle all phone calls in a highly professional manner in order to convert enquiries to bookings
• Handle all reservation inquiries promptly and professionally via phone, email, and online booking platforms
• Provide detailed information on room types, rates, special packages, menus, special offers, upsells and hotel amenities to assist guests in making informed choices
• Personalise the booking experience by noting guest preferences, special requests, and repeat guest details
• Ensure all guest data is handled securely, following GDPR and data protection regulations
• Promote sustainable practices, such as paperless reservations and eco-friendly guest stay options

WHAT WE NEED FROM YOU

• Proven experience in reservations or revenue management within the hospitality industry, with a focus on driving occupancy and optimising revenue
• Excellent communication skills and a client-focused approach to handling bookings, guest queries, and VIP requests
• Analytical skills with the ability to interpret booking data and make strategic recommendations for rate adjustments
• Proficiency in reservations systems (ideally Opera or similar) and CRM tools, with a keen attention to detail
• Strong organisational and multitasking skills, able to balance high call volumes with guest requests and team training
• Flexibility to work a variety of shifts, including weekends and holidays, to meet the needs of the business
• A genuine enthusiasm for creating memorable guest experiences and ensuring smooth, efficient reservation processes

EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact [emailprotected]