Reservations Agent

Graduate Hotels is seeking a Reservations Agent to join Graduate by Hilton Cambridge and its brilliant team of hospitality enthusiasts The 148-bedroom Graduate by Hilton Cambridge hotel is part of the Graduate Hotels collection inspired by the prestigious University of Cambridge and its surrounding town. Set right on the River Cam, in the heart of Cambridge's historic centre. The hotel feels like an extension of the university, with nods to college architecture. THE ROLE As a Reservation Agent , you will deal with all incoming queries for bedroom reservations by telephone, web enquiry and email. You will also assist guests with existing bookings to ensure we maximise all revenue opportunities for the hotel. The Reservation Agent will also support other departments, especially reception, ensuring that all guests have a memorable experience with us. JOB DUTIES AND RESPONSIBILITIES Answering all incoming Reservation enquiries, by telephone or email, in a timely manner and wherever possible to convert them to bookings. Being fully knowledgeable of the operation, functionality and standards required in using the OPERA reservations system. Inputting reservations into the Property Management System, ensuring all details are accurate and complete in line with the agreed departmental standard. Maintaining accurate filing systems for all correspondence within the department and ensuring filing is completed daily. Ensuring all system traces are actioned on a daily basis to ensure all 'no-shows' from the previous night are followed up and charged accordingly. Proactively calling all upcoming arrivals in line with the agreed timeframe provided. Encouraging the upselling of products, rooms & amenities. Working alongside Sales, Front Office & Revenue to ensure all enquiries are handled in the most appropriate manner. Creating and distributing reports to relevant HODs and the General Manager in a timely manner when requested. Supporting the Front Office team in duties as and when required. Responding to guest enquires via our OTA's within a timely manner. Other duties can be assigned within the scope of the role. WHAT WE ARE LOOKING FOR FROM YOU Knowledge of PMS (desirable) - OnQ and Delphi. Previous hotel or customer service experience (desirable). A positive attitude and someone who makes our guests smile. A great team player who works well with others. Strong verbal and written communication skills. Proficient in using M.S. office software applications, including M.S. Office, Excel, PowerPoint etc. Able to be at the hotel - 5 days a week. This isn't a home working role. THE PERKS As a valued member of the Graduate by Hilton Cambridge team, you'll enjoy a range of exciting benefits, including: Hilton Team Member Travel Program: Enjoy discounted hotel stays and food & beverage at Hilton properties worldwide. Hilton University: Continuously develop your skills and knowledge through our dedicated learning platform. Generous "Recommend a Friend" Scheme: Earn rewards by referring talented individuals to join our team. Exclusive Discounts: Access savings and cashback from a wide range of retail and leisure outlets. Employee Assistance Program: Get 24/7 support with a dedicated helpline for your well-being. Complimentary Meals: Enjoy free meals during your shift at our modern Team Restaurant. Recognition and Incentives: Celebrate with your team through recognition programs and exciting incentives. Inclusive and Sustainable Initiatives: Actively participate in programs aimed at building a more inclusive and sustainable world, in line with our ECG policy. Free Parking: Convenient parking available for cars, mopeds, scooters, and bicycles. At Graduate by Hilton Cambridge, we offer more than a job we create a memorable experience. Along with competitive benefits, we provide opportunities for both personal and professional growth. Above all, we prioritize people in everything we do. While we take pride in our hard work, we also ensure that fun and appreciation are an integral part of our culture. Join us and feel valued every step of the way ABOUT GRADUATE HOTELS Graduate Hotels is a unique collection of handcrafted hotels in the most dynamic university towns around the globe, including Graduate by Hilton Cambridge and The Randolph Hotel in Oxford. We give life to physical spaces through thoughtful design and strong community ties. Graduate Hotels provides students, locals, and visitors alike a place to reflect and celebrate the unique energy of each Graduate community. As a Graduate Hotels Team Member, you are the one shaping guest experiences. You like to wear multiple hats and consider yourself a local expert, storyteller, team player and creative thinker. Visit us at www.GraduateHotels.com. EQUAL OPPORTU NITIES We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity. RIGHT TO WORK In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. AMRT1_UKCT

Location: Pampisford, GB

Posted Date: 2/6/2025