Reservations Assistant
Full Time - 45 hours a week (weekend availability required)
£29,703 & a share of Calcot Gratuities
Are you a detail-oriented individual with a passion for delivering exceptional customer service?
Calcot & Spa is looking for a dedicated Reservations Assistant to join our dynamic team. If you thrive in a fast-paced environment and enjoy working with a friendly, supportive team, we'd love to hear from you!
The Role:
- To work with the Group Revenue Manager and Sales & Marketing Manager in ensuring the Company standards for reservations are adhered to and also improved and to assist in the maintenance of our Standards of Performance as they relate to the AA Mystery Guest programme and our own internal standards
- To ensure all rates, close-out dates and hotel-related information is correct on computer systems, on-line booking system and website
- To be responsible for reservations and enquiries taken, ensuring they are all responded to on the day received
- To ensure all reservations are confirmed in writing (e-mail or letter) within the time set out in company policy of 24 hours
- To take deposits for all reservations and to ensure that guests are fully aware of the hotel's cancellation policy
- To ensure all computerised and paper records are stored or filed appropriately
- To be fully aware of the standards of performance as set out in the Mystery Guest Report and to adhere to them at all times
- To maximise room revenue by upselling at all times
- To be fully conversant of the hotel and its bedrooms so as to describe them to guests
- Have a full knowledge of all special offers and promotions and offer them where appropriate
- To assist with the allocation of rooms and final checking of correspondence prior to the arrival of guests
- To be able to assist in Reception if required
- To have a full knowledge about conferencing and events to be able to take and manage these bookings in the absence of the Event Manager
- To be fully aware of the operational needs of events and conferencing to enable to help in these areas when required
- To be fully aware of the Hotel's Fire Safety Procedures and Health & Safety regulations
Skills:
- Excellent Communication Skills
- Computer literate
- Strong organisational skills
- A good command of written English
- Self-confident & enthusiastic
- Attention to detail
- Capability to manage time effectively
The Package:
- 28 days holiday per annum, including bank holidays
- Additional day off for your Birthday
- Extra holiday day awarded annually up to first 5 years
- Service charge and tips
- Meals on duty
- Free on-site parking
- 50% discount on food in the restaurants across all sites
- £50 bed & breakfast stays at the hotels in the collection
- 15% discount on Spa retail
- 20% discount on Spa treatments
- Discounted family and friend stays
- Annual appraisal
- Staff Uniform
- Staff Accommodation (subject to availability)
- Discount on other Pride of Britain hotels
- Refer a friend scheme (£500 bonus)
- Available 24/7 with practical advice and support through employee assistance programme
- Take home goods
- Rewards and benefits platform
- Charity Events
- Paid volunteering days
- Online fitness and wellbeing platform
- Pension Scheme
- Enhanced Maternity & Paternity pay & Adoption pay
- Cycle to work scheme
About The Calcot Collection
The Calcot Collection is a small, eclectic group of luxury hotels, restaurants & spas. Situated in the beautiful Cotswold's are Calcot & Spa and The Painswick. On the border of County Durham and Northumberland is Lord Crewe Arms in Blanchland. A strong, family feel company culture runs throughout the places, each with their own unique character.
The management team is actively committed to addressing the carbon footprint and enhancing the sustainability of our operations. We're proud to say that we have recently joined the 'EarthCheck' accreditation scheme and have recently earnt our 'Bronze EarthCheck' accreditation. We are now actively working towards our Silver Accreditation. Our goal is to involve all our teams in this crucial and continuous effort, fostering a sense of pride in our collective accomplishments across the Collection. Let's collaborate by sharing best practices and innovative ideas for a brighter future.