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DORCHESTER COLLECTION vacancy search engine

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Reservations Sales Executive


Position Overview

Company Overview

Hotel

We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Treasured by guests. Cherished by employees. Celebrated worldwide.

As an employee, you are expected to provide our guests with a bespoke and memorable experience measured to the highest standards of quality and service delivery. Additionally the execution of your position will be in accordance to our company policies, standards and procedures.

Our company values are the fundamental spirit on how we reach our goals. As an ambassador of Dorchester Collection you will be entrusted with our values and expected to further enrich our We Care culture: Passion - Personality - Respect - Working Together - Creativity

This job description is intended to illustrate the main duties and responsibilities of the role. It is not intended to be exhaustive and please be advised that the duties and responsibilities may be added on a temporary or permanent basis as appropriate.   

Reference number

2018-804  

Position Overview

Division & Department

Corporate Office - Contact Centre

Job Title

Reservations Sales Executive

Contract Type

Permanent

Position Overview

We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Treasured by guests. Cherished by employees. Celebrated worldwide.

As an employee, you are expected to provide our guests with a bespoke and memorable experience measured to the highest standards of quality and service delivery. Additionally the execution of your position will be in accordance to our company policies, standards and procedures.

Our company values are the fundamental spirit on how we reach our goals. As an ambassador of Dorchester Collection you will be entrusted with our values and expected to further enrich our We Care culture: Passion - Personality - Respect - Working Together - Creativity

Essential Functions & Physical Requirements

The Reservations Sales Executive will be responsible for managing guest telephone and email enquiries and communicate with guests in a professional, courteous and friendly manner in order to deliver consistent seamless service:

  • To determine individual guests requirements and to convert those in to confirmed bookings to promote hotel services and maximise revenue
  • To facilitate smooth and effective communication with all departments, ensuring a seamless, highly satisfactory and incomparable service including email and telephone communications.
  • To arrange all guest requirements prior to arrival to ensure  their stay is seamless, anticipatory and without complaint.
  • Act as an ambassador of the hotels with guest and colleagues.

Their core responsibilities will be to handle and convert guest enquires in order to optimise business opportunities and maximise guest satisfaction:

  • Work as part of a dedicated team of service professionals and handle contacts primarily through email and voice.
  • Assist guests with enquiries related to the hotels, to satisfy needs and promote Hotel services.
  • Process all bookings and follow up activities using Opera for room reservations in accordance with guest profiles and the relevant system for restaurant reservations.
  • Understand guest requirements & convert enquires into confirmed bookings in order to maximise revenue from telephone and email enquiries.
  • Explain and actively sell the Hotels' products and facilities and display thorough knowledge of Hotel services and promotions.
  • Utilise customer service, sales experience and telephony skills, to achieve sales and service targets across all customer types.
  • Answer the telephone clearly maintaining the luxury brand guidelines, delivering excellent customer service and sharing relevant customer feedback to the team for further action.  
  • System housekeeping to include minimising guest/company/travel agent profiles by actively searching and merging profiles where required.
  • File all correspondent relating to all reservations and enquiries and process all cancellations and amendment documentation via the Serenata system.
  • Maintain Travel Agent and guest profile information in accordance with hotel policies and procedures. 
  • Confirm other hotel services but not limited to ;  reserving car transfers via Concierge, babysitting via Housekeeping, special amenities via In Room Dining, flowers via Florist.
  • Co-ordinate and communicate all information with relevant departments and internal customers regarding guest reservations and requirements.
  • Ensure effective transfer of information across shifts e.g. guest needs, VIP’s, deposits, etc
  • Participate in Departmental Meetings and relevant training sessions to acquire fresh knowledge & improve operational & service standards.
  • Consistently maintain brand standards while conversing and demonstrating the company values at all times
  • Any other duties considered to be a reasonable request required to fulfil the roles requirements.

Qualifications and Desirables

EDUCATION

 

  • Secondary school education and other relevant qualifications
  • Telephone training and customer service training
  • Fluency in a foreign language essential (French, Italian, Spanish preferred)
  • Proficient in Microsoft Office and agility in the use of technology and systems

 

EXPERIENCE

 

  • Experience of working in a premium brand within hotels, travel agencies, call centres , airline reservations departments or hospitality environment.
  • A confident and articulate telephone manner and written capability in English and the specialist language.

 

The operational hours of work are shift-based and may be subject to change. These currently set as:

Monday to Friday: 07:00 - 22:00

Saturday: 09:00 - 20:00

Sunday: 09:00 - 19:00

Status

Full time

Job location

Job Location

United Kingdom

Location

Corporate Office, Lansdowne House  W1J 6ER London