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3 days ago
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Senior Reservations Agent - Soho House Rooms


Soho House
Location: London
Job type: Permanent
Sector: Front of House
Category: Accounts and Administration Jobs
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Who we are…

Soho House & Co is a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally.

Our mission...

Soho House is a platform for creativity and a space for its diverse membership to have fun, connect, discover and grow. Our passion is people, and we put members and our team at the heart of everything we do. We promote equality, respect and kindness within our walls, and in every community we create around the world. At Soho House, culture is everything and we believe that our Houses are only as good as the people who work within them.

See for yourself click the links below to watch how we work…

SEE HOW WE WORK ** HAVE FUN ** and ** WHY WE STAY Who we are…

Requirements

The Role…

Working closely with the Reservations Supervisors you will efficiently manage all room bookings, leading by example by providing service excellence to guests via both phones and emails, as per agreed KPIs.

Responsibilities…

* Ensure all contacts are dealt with in line with company ethos, mystery shop guidelines and support Reservations Agents in achieving this, by leading by example.
* Identify and resolve any issues or complaints using previous experience and good judgment, ensuring all guests leave happy. Being the first point of escalation for all Agents.
* Support Reservations Team in quality checking all reservations, including high revenue grossing bookings to ensure accurate.
* Ensure all daily, weekly and monthly tasks assigned by Supervisors are completed in a timely manner, in line with policies and procedures, whilst maintaining system quality and accuracy.
* Create and maintain a positive, enthusiastic and motivated attitude, through good communication and by working well with Supervisors & Agents.
* Remain calm, polite and focused at all times, especially during peak periods, with the ability to work well under pressure. Encouraging other Agents to do the same.
* Promote positive relations with guests and employees by displaying a polite and professional attitude at all times.

* To be commercially aware and able to support the team in offering recommendations on services. Keeping up to date with all hotel services, features, promotions and special offers across the business.
* To ensure that the Soho House reputation is second to none within the industry in terms of customer experience by continually exceeding guest expectation.
* To undergo any training needed to achieve the above responsibilities.

Supporting Functions…

Assist in other duties as deemed necessary by Management Team and Rooms Division

Maintain daily communication with (but not limited to) LRO, Directors, GMs, House Managers, Front Office, Accounts.

Maintain an open line of communication between guests, team members and management.

Desired Skills…

* At least 1-2 years in a Reservations Agent role or similar
* Telephone based customer service experience essential
* Experience of working in a luxury hotel, restaurant environment or central reservations team
* Previous experience with Opera is essential
* Problem solving skills and the ability to manage complaints efficiently
* Excellent time management skills with the ability to prioritise tasks and meet deadlines
* Excellent reading, writing, and oral proficiency in the English language
* Excellent attention to detail and administration skills
* Previous experience of working with high profile/VIP guests
* Sufficient knowledge of Microsoft Office

Benefits

* Competitive salary
* Benefits package
* 28 paid holidays per annum inclusive of bank holidays
* Fantastic career growth opportunities

Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above.
Who we are…

Soho House & Co is a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally.

Our mission...

Soho House is a platform for creativity and a space for its diverse membership to have fun, connect, discover and grow. Our passion is people, and we put members and our team at the heart of everything we do. We promote equality, respect and kindness within our walls, and in every community we create around the world. At Soho House, culture is everything and we believe that our Houses are only as good as the people who work within them.

See for yourself click the links below to watch how we work…

SEE HOW WE WORK ** HAVE FUN ** and ** WHY WE STAY Who we are…

Requirements

The Role…

Working closely with the Reservations Supervisors you will efficiently manage all room bookings, leading by example by providing service excellence to guests via both phones and emails, as per agreed KPIs.

Responsibilities…

* Ensure all contacts are dealt with in line with company ethos, mystery shop guidelines and support Reservations Agents in achieving this, by leading by example.
* Identify and resolve any issues or complaints using previous experience and good judgment, ensuring all guests leave happy. Being the first point of escalation for all Agents.
* Support Reservations Team in quality checking all reservations, including high revenue grossing bookings to ensure accurate.
* Ensure all daily, weekly and monthly tasks assigned by Supervisors are completed in a timely manner, in line with policies and procedures, whilst maintaining system quality and accuracy.
* Create and maintain a positive, enthusiastic and motivated attitude, through good communication and by working well with Supervisors & Agents.
* Remain calm, polite and focused at all times, especially during peak periods, with the ability to work well under pressure. Encouraging other Agents to do the same.
* Promote positive relations with guests and employees by displaying a polite and professional attitude at all times.

* To be commercially aware and able to support the team in offering recommendations on services. Keeping up to date with all hotel services, features, promotions and special offers across the business.
* To ensure that the Soho House reputation is second to none within the industry in terms of customer experience by continually exceeding guest expectation.
* To undergo any training needed to achieve the above responsibilities.

Supporting Functions…

Assist in other duties as deemed necessary by Management Team and Rooms Division

Maintain daily communication with (but not limited to) LRO, Directors, GMs, House Managers, Front Office, Accounts.

Maintain an open line of communication between guests, team members and management.

Desired Skills…

* At least 1-2 years in a Reservations Agent role or similar
* Telephone based customer service experience essential
* Experience of working in a luxury hotel, restaurant environment or central reservations team
* Previous experience with Opera is essential
* Problem solving skills and the ability to manage complaints efficiently
* Excellent time management skills with the ability to prioritise tasks and meet deadlines
* Excellent reading, writing, and oral proficiency in the English language
* Excellent attention to detail and administration skills
* Previous experience of working with high profile/VIP guests
* Sufficient knowledge of Microsoft Office

Benefits

* Competitive salary
* Benefits package
* 28 paid holidays per annum inclusive of bank holidays
* Fantastic career growth opportunities

Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above.
Apply on company site

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