Join us as a Reservation Sales Agent and be part of our dedicated Summer Guest Accommodation Team at Imperial. We are currently recruiting four dedicated casual workers to facilitate our busy summer lettings period when we operate the student bedrooms over the summer as a huge budget hotel.
You will be responsible to maximise bookings and upsell our accommodation and provide the highest standard of customer care to residential summer guests.
A flexible approach to working hours is expected as evening and weekend work will be required during the summer period June/July – 20 September 2026 and you must be able to work for the whole period of employment.
A flexible, motivated, positive and enthusiastic attitude when dealing with people is essential, as is the desire to deliver and achieve the highest standards in customer service. Relevant training will be provided.
What you would be doing
- Handle reservation enquiries in a prompt and professional manner, with the highest level of customer care, advice and support in accordance with Imperial standards and by maintaining accuracy and attention to detail, with the objective of maximising occupancy and revenues
- Ensure all reservation details are recorded and entered correctly into the system, including guest name and title, booker’s name and title, booking source, dates, rates, terms, contact details, special requirements etc
- Confirm back in written form all reservations as required, stating the reservation details and applicable terms and conditions
- Ensure that all incoming correspondence is actioned promptly and accurately, and acknowledgements are sent on the same day
- Follow the established protocol when dealing with amendments, cancellations, arrival’s lists, provisional reservations and no-shows
- Strictly observe all credit procedures as set down by Imperial, including raising invoices and follow up on outstanding balances
- Strictly follow Data Protection guidelines, set down by Imperial
- Ensure that the guests’ requirements are communicated to all relevant departments
- Develop and maintain customer relations to the highest standard
- Be aware of current and future availability, historical and seasonal trends and major events that may affect it
- Maintain an accurate and logical filing system for correspondence relating to bookings and enquiries
- Ensure that all reports are handed over to Reservations Supervisor within a specific timeframe
- Coordinate all group enquiries with the Reservations Sales Manager and the Group Accommodation Executives
- Communicate any outstanding issues onto the next shift
- Support the wider reservations teams in accordance to business needs
- Support the Reservations Supervisor with any ad-hoc tasks or reports required
- Work at other permanent locations, as required, depending on departmental operational needs
What we are looking for
- Previous experience in a reception or reservations role, ideally in a Hotel, Conference Centre, Travel Agency/Tour Operator
- Experience of working in a similar fast paced, busy customer focused environment
- A good command of verbal written English
- Ability to work within a team
- Excellent IT skills to include Microsoft Office applications
- Ability to exercise initiative
- A flexible approach to working, sufficient to be able to work a 5/7 days per week arrangement, work evenings and weekends, and able to work at various locations as reasonably required
- Positive and enthusiastic
- Desire to deliver and achieve high standards of service
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