Role Overview & Mandate
Executive Summary
Reservations Agent| Mama London| £26,000 Mama London are on the hunt for an exceptional and talented experienced...
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Reservations Agent| Mama London| £26,000
Mama London are on the hunt for an exceptional and talented experienced reservations agent to work with our fun loving team in our London office.
At Mama, we believe that our team members are our strongest asset. Whatever your role, we are all here to make the guest experience as memorable as possible.
Our mission is simple: to bring little moments of happiness to people.
Each and every Mama is totally unique, and this uniqueness is reflected in the image of the talents we recruit; we are committed to promoting good vibes and strong human values.
Our growth isn’t just about opening new hotels - our teams benefit from a strong culture that prides itself in internal development & international mobility. At Mama, it’s not about a degree or years of experience, it’s about you.
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Our commitment to diversity and inclusion:
Mama is an inclusive company and our ambition is to recruit and promote diverse talents.
What’s in it for you…
- A competitive salary and extra benefits package
- 28 days holiday (including bank holidays), pension.
- A health cash plan to claim money back and get access to lots of ways to support your physical wellbeing.
- Enjoy a free night at Mama London and a meal for two in completion of probationary period.
- Goes without saying, but we’ll feed you during your shift.
- Excellent discounts across the Accor and Mama Hotels family for you and your nearest and dearest.
- Training to get you settled into your role, and development that will help you thrive at work.
- Regular team get togethers, bi-annual parties – Mama knows how to have a good time!
As a Reservations Agent and ambassador of the Mama brand, while representing the Company, you are expected to embody the Mama Spirit. Being genuine, kind, considerate, courteous, thoughtful, positive and respectful to ALL Mama Family Members, guests, vendors, contractors and anyone on the Mama Shelter premise. This also includes being mindful of these characteristics while representing Mama Shelter at any time. Mama is like an urban kibbutz, providing our guests and staff with a fun, friendly, personal human experience.
Objective: To assist the Revenue and Rooms Division Managers in providing an impeccable and warm reservation service in line with MAMA brand image and promise. This role reports directly to the Revenue and Rooms Division Managers.
Essential Duties and Responsibilities:
- To handle and manage individual reservation requests according the MAMA’s standards
- To comply at all times with GDPR requirements in term of protecting customers data, making sure the Hotel is compliant at all times
- To liaise daily with the Revenue and Rooms Division Managers about the priorities of the day besides the main booking and follow up tasks
- To consistently deliver high level of guest telephone contact skills over the phone
- To be fully aware of the hotel rate strategy and the tactical selling guidelines highlighted by the Revenue and Rooms Division Managers. Be a valuable team member in optimising the Hotel revenue
- To actively and efficiently deal with correspondence making sure all requests are handled within the day
- To handle customer queries and complaints relating to the Reservations Department
- To complete additional tasks as and where directed by the Rooms Division Manager, or in their absence the Director of Sales
- To achieve targeted scores in all Test Call program assisting the Hotel to maintain its ratings
- To ensure Profiles are maintained, merged and updated on a regular basis to provide accurate Company, Agent and Individual Guest information as directed by the Department’s Manager. To manage the individual, Company and travel agent profiles, ensuring these are created, merged, maintained and updated correctly and accurately
- To maintain the Reservation files in an up to date and accurate manner
- To access TARS on a daily basis and ensure no discrepancies between system
- Handles cancellations and update RESA WEB, OGONE, 3rd party (Booking.com and Expedia extranet) accordingly.
Product knowledge:
- To be aware of all market segments, rate codes (corporate, individual, packages) and their fences (Length of stay, package items, guarantee…)
- To promote the Hotel (rooms, restaurants etc.) and spot upsell opportunities, ideally starting with the middle range RT and proposing “move me up” tactic
- Try as much as possible up to date with company happenings and openings
Communication and cross-department collaboration:
- To attend and participate in a monthly Sales meeting and a monthly F.O. meeting to collect Reservations
- Feedback. Meetings can be added as required
- To maintain a high standard of communication with all departments
- Work closely with the group & event team to make sure occupancy is optimized in terms of revenue and guest satisfaction
- To actively and consistently enroll Club ACCOR to develop brand loyalty and to meet departmental targets
- To generate Sales Leads for potential Corporate Accounts
- To work closely with Front Desk and Events to maximize Guest Satisfaction
Important to know…
Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above position. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
