Reservations Executive Job at Fairmont Le Manoir Richelieu (London)

Job Description

The Reservations Executive is responsible for maximising hotel revenue and guest satisfaction by efficiently receiving, handling, and processing guest reservations under the direction of the Reservations Manager. The role ensures that departmental performance aligns with the hotel’s guidelines and overall business plan, while actively contributing to the achievement of departmental goals. A key focus is maintaining and enhancing Sofitel reservation standards, delivering a consistent 5-star service in line with Signature Standards, and achieving a target score of 95% or higher. The Reservations Executive also works closely with Front Office and Reception teams to ensure effective coordination of operations and the delivery of seamless, high-quality guest service.

Job Responsibility

Greet guest over the phone in a friendly and courteous manner
Record reservation information accurately
identifies and records group and transient business codes
Inform other departments of VIP arrivals and assist in providing accommodation and special requests
Identifies commissionable reservations and secures required information
Records and processes deposit information
Identifies and records special billing instructions
approves credit after consultation with the Director of Revenue and in line with Accounts’ guidelines
File all reservations in a systematic order for easy referral
Contributes to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms
Records requests for special accommodations and suites
Achieves maximum occupancy and average rate by utilising yield management
Uses up-selling techniques
Handling commission for individual reservations
Handles all special requests appropriately
Pre-blocks all special requests or VIP accommodations appropriately
Utilise guest’s history files for personalised service at the hotel
Maximises customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests
Deals with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner
Acknowledges assigned reservation faxes and messages
Sell and input reservations into hotel computer system from phone and written enquiries
Other activities as determined by the Reservations Manager
Continuous development and structuring of the reservations executive position
Monthly and weekly report generation
Assisting Groups co-ordinator in period of higher demand

Requirements

Previous experience in a reservations, front office, or customer service role within a hotel or hospitality environment
Excellent communication skills, both verbal and written, with a professional and friendly telephone manner
Strong organisational skills and attention to detail, with the ability to manage multiple tasks accurately
Proficiency in hotel reservation systems (e.g. Opera, PMS) and general computer literacy, including Microsoft Office
Ability to work under pressure in a fast-paced environment while maintaining high service standards
A proactive, sales-oriented mindset with the ability to upsell and maximise revenue opportunities

What we offer

Competitive compensation package
service charge
annual bonus of £1,300.00 per year
Free Stays in the UK or Ireland (4 nights/year)
Employee Benefit Card – Discounted rates at Accor properties worldwide
Sofitel Experience – Enjoy a luxurious night at our hotel, complete with a delightful breakfast
Complimentary Meals While on Duty
Special Rates in F&B, Rooms & Spa
Be Part of the Largest Hospitality Group in Europe
Exceptional Training and Development Opportunities through Apprenticeship Program
Global Growth Opportunities
Employee Assistance Program with 24/7 GP Access
Social Events and Activities

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Reservations Executive

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