About the hotel
Curio Collection by Hilton is a global set of remarkable upper upscale hotels handpicked for their unique character and personality; each one a part of the fabric of the city it calls home. Lost Property is the seventh Curio Collection hotel opened in London.
Located on Ludgate Hill, just on the corner of St Paul’s cathedral, one of the most iconic London landmarks, Lost Property hotel has 145 bedrooms, a restaurant and bar called Found, a coffee house called Tattle, and a gym.
Found restaurant has been nominated for the World Culinary Awards in the Best New Restaurant category and shortlisted for the Best F&B Marketing Campaign at HMA, Hotel Marketing Awards. The hotel has also won Boutique Hotel of the Year in London title at the Travel & Hospitality Awards 2024.
What we offer
- Staff rate across all Hilton brands and across the Dominus hotel portfolio
- Your Inspirational Stay – a night in the hotel and enjoy dinner, bed and breakfast with a plus one (T&C’s apply)
- Additional annual leave entitlement based on length of service
- Impact Day, paid day to support your charity of choice
- Development opportunity across the Dominus hotels portfolio, including Marriott and Hilton brands
- Staff events and recognition schemes
- Access to Employee Assistance Program (EAP)
- Season Travel Ticket Loan
- Cycle To Work Scheme
- Refer A Friend Scheme – get rewarded when they join the team
- A collaborative team culture where people thrive together and a place where you can be your true authentic self
About the role
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. In this role, you will start our guest’s journey with us, often having one of the first interactions they’ll have when making their choice to stay in the area. You’ll anticipate every detail to ensure a friction-free experience, ensuring all details taken are correct, accurate, and shared across other departments when needed.
You’ll respond to guest calls, emails, and enquiries for room reservations, groups, and general information, taking reservations from enquiry to confirmation stage. You’ll work with the Sales, M&E and Revenue departments to maximise revenue, also ensuring all data, reporting and systems are up to date. You’ll build strong relationships with repeat customers, and support in ensuring we are their preferred hotel choice.
Responsibilities and Duties
People
- Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).
- To ensure that you are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises to maximize the hotel’s sales.
- Work closely with the operational departments and advise of any special requirements and VIP guests within the daily/weekly communication meetings, ensuring all guest requests are met.
Quality
- Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
- To ensure that the department provides a high level of customer service and meets the hotel brands standard for all reservations and actively challenge deviation.
- To manage and fully understand all systems in the hotel relating to front office control and strategic management.
- Prepare guests arrivals through pre-arrival emails, compile information given by guests and guests profile to enhance quality of stay and communicate to other departments.
Profit
- Answer bedroom enquiries in a timely manner and follow up to swiftly convert enquiries, issue contracts, and efficiently communicate these with the operations teams.
- Assist with group bookings, from the quote stage until handover to Operations Team stage. Upload/enter rooming lists and ensure that details and changes are correctly updated. Ensure that payments are collected timeously, credit facilities are in place if necessary, and that final bills are reconciled and issued. Ensure that commissions are accrued and communicated to the finance department.
- Maintain control of the hotel’s room inventory on a day-to-day basis, while coordinating room assignments & controlling room inventory, controlling sell-out days, supervising upgrades and monitoring interfaces.
About you
- It is essential that you possess excellent command of the English language (spoken and written), exceptional phone etiquette and communication skills, customer service orientated, computer literate
- Experience in a similar role, or within an upscale hotel environment for more than 1 year where reservations was a key part of day to day is essential
- Experience of OnQ PMS/PMS, and advanced computer skills (excel) and management of CRS is desirable
- Excellent interpersonal and customer relation skills to ensure a seamless and memorable experience, proactively resolving any challenges that may arise
- Flexible and adaptable, with the ability to stay calm under pressure, adapting your approach to complete routine and non-routine tasks
- High attention to detail and accuracy – great at managing one’s own time
If you would like to join a people focused team in a unique hotel, please do get in touch! We look forward to hearing from you.
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