Key Responsibilities
• Handle incoming resident and non-resident restaurant and spa booking enquiries to company standard – both via telephone and email.
• To support the wider Reservations team with booking in resident dining and spa bookings in a timely manner.
• To convert all incoming enquiries to agreed targets in order to generate maximum revenue for the hotel.
• To work closely with the restaurants to ensure all bookings are accurate and complete to company standards.
• To deliver fabulous customer service each and every time you undertake a guest transaction.
• To accurately input all reservations into the relevant system and send confirmations to the guest using the agreed company standards.
• To be competent in understanding all booking systems including Opera, Resdiary and Premspa so that relevant notes can be added in guest bookings as per company standard.
• To be able to work both independently and as part of a team to ensure all daily processes are completed.
• To be able to handle cash, credit card and BACS payments to company standard.
• To demonstrate strong sales skills and the ability to convert enquiries into sales and to upsell additional facilities and items to further increase the revenue generated for Grantley Hall.
• To live the Grantley Hall Values everyday day without compromise
• To be able to meet and conduct appointments and showrounds with guests as required.
• To be creative and innovative in your approach to customer service to ensure all guest requirements are met and expectations exceeded.
• To be prepared to represent Grantley Hall at external events, when requested, and to be a positive ambassador for the brand at all times.
• To complete any other tasks as reasonably requested by the Reservations Manager or member of the Management Team.
Desirable Candidate
• The successful individual will be confident, self motivated and present a professional persona in all circumstances.
• Great verbal and written communication skills are required.
• The ability to demonstrate a strong customer service ethos and the ability to deliver consistently high levels of service delivery.
• Attention to detail is vital.
• Previous experience of working in a hospitality environment would be advantageous.
• Flexible approach to working hours as there will be some weekend work and early/late shifts required to ensure office opening times are covered.
• The ability to work both individually and as part of a team
• Knowledge of Opera, Premspa and Resdiary would be beneficial but not essential.