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DORCHESTER COLLECTION vacancy search engine

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Reservations Specialist - French speaking


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

2019-1213  

Position Overview

Division & Department

Corporate Office - Contact Centre

Job Title

Reservations Specialist - French speaking

Contract Type

Permanent

Position Overview

 

The Reservations Specialists within our London-based Global Contact Centre will be responsible for managing guest telephone and email enquiries from all hotels within the Collection, and communicate with guests in a professional, courteous and friendly manner in order to deliver consistent seamless service, understand guest requirements and convert enquires into confirmed bookings in order to maximise revenue from telephone and email enquiries.

 

We are currently recruiting Reservations Specialists who are proficient in written and spoken French,  to specifically (but not exclusively) support the room sales and customer service operations of the French market from the London office.

Essential Functions & Physical Requirements

The 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 the relevant systems.
  • 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.
  • Maintain Travel Agent and guest profile information in accordance with hotel policies and procedures. 
  • Confirm other hotel services such as 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 and coaching sessions to acquire fresh knowledge and improve operational and service standards.
  • Consistently maintain brand standards while conversing and demonstrating the company values at all times.
  • Ability to travel to the hotel locations as frequently and extensively as required for training purposes.
     

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.
  • Proficient command of the English language, spoken and written, is a requirement.
  • Native or proficient command of the French language, spoken and written, is a requirement.
  • Excellent command of another language (Italian preferred), is highly desirable.
  • Proficiency in Microsoft Office and general confidence and agility in the use of technology and systems.
     

EXPERIENCE

  • Experience of working in a premium brand within hotels, travel agencies, sales 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: 06:00 - 22:00

Saturday and Sunday: 08:00 - 20:00

Benefit Package

Here are some of the great perks of working for Dorchester Collection's Global Contact Centre:

  • Global Contact Centre monthly bonus scheme
  • Daily £7 meal allowance on a cash card
  • Company pension scheme
  • Life assurance
  • 28 days paid holiday inclusive of bank holidays
  • Employee assistance programme
  • Season ticket loan
  • Eye care cash back
  • Employee Introductory Scheme - £750.00
  • Long service awards
  • World-class training and development.
  • Friends and family discounts
  • Complimentary employee nights with breakfast within the Collection 50% F&B discount at selected restaurants within the Collection
  • Participation in a variety of social events and Corporate Social Responsibility activities throughout the year
  • Complimentary dry-cleaning

Status

Full time

Job location

Job Location

United Kingdom

Location

Global Contact Centre, Lower Ground Floor West, Lansdowne House  W1J 6ER London