Groups Reservations Executive

The Holiday Inn Brentford Lock nestled overlooking the scenic waterways of the Grand Union Canal. This four-star hotel is located in west London and has been created for comfort and style and offers a warm and welcoming service to all guests. The hotel has 6 modern meeting rooms and 134 en-suite bedrooms; it is the first in Europe to have a revolutionary open lobby concept. With good transports link, the hotel can be easily accessed by public transport. Brentford train station is about 10 minutes' walk to the hotel. Our employees have been playing a tremendous part in the hotel and our team success, from our employee engagement being above 89%.

Job Description

Key deliverables:

• Take individual and group reservations in line with hotel and brand standards.
• Ensure group and individual enquiries are dealt with in a timely manner, in line with hotel strategy
• Establishing client requirements and deliver excellent service to all guests throughout the customer journey
• Ensure group sales updates are received and updated within hotel systems as per hotel guidelines
• Ensure all payment methods are correct prior to arrival
• Issue pro forma invoices, secure deposits and pre-payment in line with all contracts
• Input all enquiries accurately into Delphi system
• Chase and Input group rooming lists to Opera.
• Provide all group arrival information details and a weekly operational overview for groups arriving and in house to assist with planning across all departments, and subsequent updates as received
• Support the Events & Reservation Sales Office Manager communication on all reservations as required
• To share all Meetings & Events enquiries received with the relevant department in-line with company standard.
• Complete daily reservations departmental check list, highlighting any system or departmental issues that may arise.
• Adopt a total revenue culture, actively upselling all services across the hotel for both individual and group reservations
• To actively work as part of a team to achieve the department objectives and budget

Financial returns:

• Ensuring individual and group reservations strategies are adhered to as set by the Line Manager
• Work closely with the Hotel Sales Manager and Regional Revenue Manager to maximize room revenue and sales
• Work with Events & Reservation Sales Office Manager to ensure all processes and procedures are followed
• Upsell services to enhance guest experience and revenue
• Convert inquiries into confirmed bookings
• Preparing reports on reservations and revenue as required

People:

• Liaising with other departments e.g. housekeeping and front office, to ensure a coordinated approach to reservations and guest service
• Attend regular training sessions as required
• Respond to calls and email requests promptly
• Provide colleagues with weekly and monthly reports

Guest experience:

• Ensure all emails and telephone calls are handled professionally
• Utilise all IHG / Brand loyalty programmes to maximise conversion, guest loyalty and satisfaction
• Ensure guests requests/history are communicated to operational departments in a timely manner
• Proactively seek feedback and build relationships to drive continuous improvement in guest satisfaction
• Assist the front office from time to time
• Perform quality checks on reservations to ensure a smooth guest experience

What We Offer

We want our staff to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people from all over the world as we create memorable guest experiences together, and for those keen to develop you’ll have the opportunity to explore the business with various career options. In addition, on offer:

• Free Meals on Duty
• Free Parking (subject to availability)
• Access to Wagestream to be used to access up to 50% of your monthly pay in advance of payday, as well as using the platform to save money
• Apprenticeship offering available
• Learning and Development Opportunities are available through our Leadership Development Programmes
• Heavily discounted hotel stays and food & beverage discounts at IHG Hotels and Resorts Worldwide
• Free Uniform and laundering of uniform
• 24/7 Employee Assistance Programme for you and your family. Giving you access to counselling services, physical wellbeing & financial aid
• Life Assurance

About Us

The Holiday Inn London Brentford Lock is a four-star, 134-bedroom full-service hotel overlooking the scenic waterways of the Grand Union Canal. Boasting 6 meeting rooms, as well as a unique open lobby concept with a lounge, feels suitable for both business and leisure travellers. Located only 20 minutes from central London and London Heathrow Airport, the hotel offers the best of both worlds – a city break with green, open spaces away from the city-centre bustle.

Role in our Family

As a member of the Reservations, Meeting & Events department, you will primarily drive group revenue within the business and maximise rooms revenue from all reservation sources, you will be part of a sales culture within the hotel and in turn build strong relationships with all hotel clients through regular contact, actively seeking client feedback and sales leads wherever possible.

What Happens Next

Does the role suit your skillset? Apply now, this takes a second, you’ll just need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, and your experience and let us tell you more about the Splendid Hospitality Group. The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.