Reservations Agent

Overview

One Aldwych is one of the very few hotels in London, or indeed the world that can say it is truly independent. We like to think we do things differently, always with a warm, friendly spirit. Our story is very much our own to write and we invite you to become part of the next chapter.

Designed to be more than just a place to lay your head, each suite and bedroom at One Aldwych embraces a contemporary, stylish character ready to host, cocoon and enchant. Bespoke furniture and fittings were either crafted by British manufacturers or pay homage to the sense of modern, independent Britishness that we represent.

We believe One Aldwych is the hotel for Londoners at heart, wherever they might be from. For the curious minded, you have access to the finest entertainment and cultural adventures, positioned as we are on the doorstep to galleries, museums, West End theatres and the famous Royal Opera House.

Our promise to you

• 28 to 32 days holiday per year (increase with years of service)
• Complimentary stay including a food and beverage experience
• Career planning - regular performance reviews
• £1,000 "Refer a Friend" scheme
• 50% Discount in Food and Beverage Outlets
• Cycle to work scheme or season ticket loan
• Uniform and meals on duty
• Discounted friends and family rates
• Employee assistance programme
• Reward programmes, long service awards and staff recognition incentives

What you will bring

• Proven experience in a Hotel environment is desired
• Experience in handling incoming enquiries
• Experience with Opera PMS
• Experience with OpenTable is desirable but not essential
• MS Office knowledge
• Excellent communications skills
• A professional and friendly telephone manner
• The ability to work well under pressure
• Excellent team working skills

Your responsibilities

• Ensure all incoming room and F&B reservation enquiries are being dealt with in line with hotel and departmental standards 
• Ensure all incoming emails and urgent messages are dealt with promptly and accurately, within the required response times laid out in the departmental standards.
• Input all reservations accurately into Opera PMS system, or Open Table/InfoGenesis.
• Be fully conversant with all hotel rates, including Best Available Rate (BAR), corporates, packages & promotions, wholesalers and other contracted rates.
• Be fully conversant with yielding strategies for immediate month and following 3 months as directed by Head of Revenue & Front Office Operations, paying particular attention to peak occupancy period for the hotel.
• Upsell rooms and food & beverage bookings whenever possible.
• Ensure room bookings for each day are checked prior to arrival for accuracy and confirmations 
• Ensure all reservations are tracked correctly for statistical purposes (company or agency codes & market segmentation).
• Ensure guest history files are used and utilized correctly.
• Respond to incoming emails and calls in a professional, warm and engaging manner, in accordance with One Aldwych guidelines and in adherence to Leading Quality Assurance (LQA) standards.