Location
The Baileys Hotel London, SW7 4QH

Hours
40 hours per week

Salary
Competitive

About the Role
The Baileys Hotel London is seeking a Reservations Agent to manage all room reservation enquiries to the highest standards, maintain accurate and complete records, and maximize revenue potential for the hotel. You will be responsible for answering all incoming reservation enquiries via telephone or fax promptly and converting them into bookings wherever possible. A key part of your role will be to be fully knowledgeable in the operation and functionality of the OPERA cloud reservations system, adhering to Minimum Rate and Minimum Stay selling strategies to achieve the highest revenue advantage.

You will input reservations accurately into the OPERA system, maintain up-to-date knowledge of hotel products and services, and provide polite and friendly responses to all enquiries. Processing fax and letter inquiries and confirmations on the same day, maintaining accurate filing systems, and performing general office duties such as photocopying and faxing are essential.

Adherence to the hotel’s credit policy and procedures is required, as well as promoting hotel facilities and maximizing revenue through up-selling and cross-selling products and services. Daily tasks include managing traces and no-shows, arrival checks, reviewing reservations made the previous day, and handling emails. Building rapport with customers and regular bookers to encourage loyalty and future business opportunities is also a key responsibility.

In return we offer
Social events, wellbeing and team activities
Training and development
Pension salary sacrifice scheme
Career development and salary reviews
Interest-free season ticket loan scheme
One fully paid volunteer day per year in addition to annual leave
Complimentary meals prepared by our chefs
Length of service related holiday scheme
My Millennium discount perks
Discount on accommodation worldwide and 50% off food and beverage outlets
Life assurance
Recommend a friend scheme

Millennium Hotels & Resorts fosters a culture of inclusion where everyone feels welcome, valued, and empowered to reach their full potential. We are proud to be an equal opportunity employer.

Experience
Previous experience in reservations or customer service is advantageous but not essential. Familiarity with OPERA cloud reservations system is preferred.

About you
Polite and friendly with excellent communication skills.
Ability to work efficiently under pressure and manage multiple enquiries.
Strong attention to detail and accuracy.
Customer-focused with a proactive approach to up-selling and cross-selling.
Good organizational skills and ability to maintain accurate records.
Team player with a positive attitude and willingness to learn.

Qualifications
No specific qualifications required, although experience in hospitality or hotel reservations is beneficial.