Reservations Agent

5-STAR LIFESTYLE HOTEL OPENING LOCATED AT SILVERSTONE!
Start Date: ASAP
We are looking for outstanding Restaurant Hosts to take control of this outstanding new project at Escapade Silverstone, the newest Lifestyle Hotel in the region.
As this site is rural you must be a driver or have access to a car. There is no public transport nearby.
What You Get:
Free tickets to all Silverstone Motorsport events, including the Formula 1 British Grand Prix
Discounts for you, friends and Family on drive and track experiences
Private Medical Healthcare included
The chance to work in the ultimate lifestyle hotel
What We Need
Experience in a 4-star or 5-star hotel is desirable but not required.
A strong, yet positive guest service style
Attention to detail and a commitment to quality.
Organized and able to work within the team or on their own
Strong interpersonal skills
A good command of the English language.
Additional languages are advantageous
Has an immaculate level of personal grooming, exudes style and sophistication
Full clean UK driving licence
JOB PURPOSE The Reservations Agent at Escapade should aim to assist customers in planning and booking travel adventures and experiences with Escapade Silverstone. This role involves providing personalized recommendations, answering inquiries, and facilitating the reservation process to ensure customers have a seamless and memorable experience.
Reservation Agents help customers choose from a range of activities, accommodations, and destinations, aiming to create unique and enjoyable travel experiences tailored to individual preferences and needs.
Reservations Agents are also entrusted with the responsibility of upholding the brand's standards. This entails fulfilling customer requirements, fostering employee contentment, driving revenue growth, and optimizing the department's financial performance.
KEY RESPONSIBILITIES To create and implement a best-in-class and award-winning guest experience through:
Guest Assistance: Responding promptly and professionally to customer inquiries via phone, email, or online chat. Assisting customers in choosing suitable packages and options based on their preferences and needs.
Guest Relations: Address guest concerns and special requests promptly, ensuring their needs are met with the utmost attention to detail. Building and maintaining positive customer relationships by addressing concerns, resolving issues, and ensuring customer satisfaction.
Personalised Recommendations: Providing detailed information about Escapade Silverstone and Silverstone Circuit events, activities, and accommodation options. Coordinate the allocation of guest rooms according to reservations and guest preferences.
Reservations and Bookings: Processing reservations accurately and efficiently using reservation software or systems. Confirming bookings, issuing tickets, and sending relevant documentation to customers. Handling changes or cancellations according to company policies. Manage room assignments, upgrades, and special requests in collaboration with Reservations, Concierge and Styling Team (Housekeeping Team). Maintaining accurate and organized records of customer interactions, reservations, and payments
Problem-Solving: Handle unexpected situations and challenges that may arise during a guest's stay. Offer suitable solutions and assistance to ensure guest satisfaction. Should Show Initiative, Problem Solving, Staff Training, Team Leading
Communication and Coordination: Liaise with various departments, including housekeeping, front desk, restaurant, and security, to ensure smooth operations and seamless guest experiences. Assist the Guest Experience Manager in implementing and enforcing financial controls throughout the department.
Upselling and Promotions: Staying up to date with the latest information about Escapade Silverstone and Silverstone Circuit events, schedules, and offerings. Promote hotel services, amenities, and packages to enhance revenue generation. Suggest upgrades, additional services, or special promotions to meet guest needs and increase guest satisfaction.
Insisting on High Standards: Sharing customer feedback and insights with relevant teams for continuous improvement.
Technology Utilisation: Utilise hotel management systems, reservation software, and various digital tools to streamline guest requests, track preferences, and enhance service delivery.
Knowledge of Local Area: Stay updated on local events, festivals, exhibitions, and other happenings to provide guests with accurate and relevant information. Maintain a comprehensive database of local attractions, services, and contacts.
Sustainability: To promote, implant and act with the sustainability initiatives as directed by Escapade Silverstone
The above is a high-level summary of duties and is not meant to be a comprehensive description of the role. Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of the role and role requirements may be subject to change from time to time.

PERFORMANCE RESPONSIBILITIES Our vision drives us, we live by our brand pillars, and were motivated to achieve industry-leading and award-winning results.
Our vision - To become a world leader in redefining lifestyle living, setting new standards in motorsport-inspired hospitality and immersive leisure
Our brand pillars Were the Ultimate Hosts who share our guests passions, were switched on to their needs, we make their stays effortless, they get our finest performance every time. Were the Complete Connoisseur inspired by innovation, champions of excellence, we take pride in our presentation and our guests appreciate our constant quality. Were the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody the brand values and guests know theyre in safe hands.
Values - Rooted in a passion for motorsport, a dedication to precision, and a commitment to responsible and inclusive hospitality. We push boundaries, embrace the unexpected, and create unforgettable moments. We value sustainability and community, and aim for a positive impact on both our natural environment and the people we serve. Were the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody our brand values and guests know theyre in safe hands.
Performance will be checked against the following:
Guest and Owner Reputation
Detailed objectives will be set through the Personal Development Review (PDR) process
The Escapade Silverstone experience is conveyed by our team of Ultimate Hosts. You will be part of the team who shares common interests with our owners and guests, and we arent afraid to pursue our own passions. When guests stay with us, we want them to be able to focus on what they enjoy and our hosts must ensure each guests stay is as effortless as possible.
You will use your experience to generate and protect revenues, to implement procedures and controls to monitor costs and will be able to deliver a P&L which is on budget.
Detailed objectives will be set through the Personal Development Review (PDR) process.
KEY RELATIONSHIPS Residence Owners
Escapade Silverstone Guests
Escapade Silverstone Management and Staff
Silverstone Senior Management Team

KNOWLEDGE, SKILLS, AND QUALIFICATIONS Experience in a 4-star or 5-star hotel or any other lifestyle/ distinctive brand is desirable.
A strong, yet positive guest service style
Strong interpersonal skills.
Passionate about delivering exceptional guest experience with keen attention to detail.
Display a polite and professional attitude to internal and external guests.
A good command of the English language. Additional languages are advantageous.
Maintains impeccable personal grooming standards while radiating an aura of elegance and refinement
Competent in using IT systems and software including Microsoft Office
Full clean UK driving licence is desirable

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