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DORCHESTER COLLECTION vacancy search engine

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Senior Reservations Specialist


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

2019-965  

Position Overview

Division & Department

Corporate Office - Contact Centre

Job Title

Senior Reservations Specialist

Contract Type

Permanent

Position Overview

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

Essential Functions & Physical Requirements

The Senior Reservations Specialist within the London-based Global Contact Centre is responsible for managing guest telephone and email enquiries and communicating with guests in a professional, courteous and friendly manner to deliver consistent seamless service and achieve all call handling targets and standards and business objectives.

 

The Senior Reservations Specialist will have expert product knowledge to include specific hotels and/or suites and will provide on the job support to the Reservations Specialists.

 

Key Responsibilities

  • Determine individual guests requirements and to convert those in to confirmed bookings to promote hotel services and maximise revenue.
  • Work as part of a dedicated team of service professionals and handle contacts primarily through email and voice.
  • Utilise customer service, sales experience and telephony skills, to achieve sales and service targets across all customer types.
  • Facilitate smooth and effective communication with all departments, ensuring a seamless, highly satisfactory and incomparable service including email and telephone communications.
  • Deliver  a positive guest experience by actively selling the Hotels products, services and  facilities (to include Restaurants, Spa and amenities) and facilitate a seamless handover to Guest Relations.
  • 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.
  • Take deposits for guest bookings at first point of contact, clearly explain cancellation procedures.
  • File all correspondent relating to all reservations and enquiries and process all cancellations and amendment documentation via the Serenata system.
  • Maintain Travel Agent and guest profile information in accordance with hotel policies and procedures. 
  • Identify opportunities to develop and improve skills and maintain records of own development.
  • Provide on the job coaching and support to call centre agents in areas of specialism and expertise.
  • Promote the Global Contact Centre Mission and Vision whilst positively influencing and contributing to the team culture.
  • Maintain brand standards while conversing and demonstrating the company values at all times.
  • Any other duties considered to be a reasonable request required to fulfil the roles requirements.

 

The operational hours of work are shift-based and may be subject to change. These currently are set as:

 

Monday to Friday: 07:00 - 22:00

Saturday: 09:00 - 20:00

Sunday: 09:00 - 19:00

Qualifications and Desirables

EDUCATION

  • Secondary school education and other relevant qualifications
  • Fluency in a foreign language essential (French, Italian Spanish preferred)
  • Proficient in Microsoft office and agility in the use of technology and systems

 

EXPERIENCE

  • Experience of working in a premium brand within hotels, travel agencies, call centres, airline reservations departments or hospitality environment.
  • Ability to multi-task and work in a fast-paced environment.
  • Confident in providing excellent customer service and motivated to deliver high levels of guest satisfaction.
  • Ability to effectively deal with difficult and complex telephone conversations whilst remaining calm  
  • Experience of working in a sales related environment and working to defined targets and goals.
  • Ability to work in a diverse team and utilise influencing and negotiation skills. 
  • Excellent communication skills and written capability in English and the specialist language.
  • Flexibility to work shift patterns as required.

 

Status

Full time

Job location

Job Location

United Kingdom

Location

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