Reservation Agent

About Mercure London Earls Court Hotel

The Mercure London Earls Court is a newly refurbished hotel located in Southwest London, featuring 508 rooms split between two brands under Accor: 226 Ibis rooms and 282 Mercure rooms. It boasts one of the largest pillar-free event spaces in London with The London Suite, a versatile ballroom divisible into nine meeting rooms accommodating up to 1200 guests. Dining options, designed by PARIS SOCIETY, include Barnaby's Kitchen and Barnaby's Lounge Bar, which serve as social and private event spaces.

Key Duties and Responsibilities

• Manage individual reservations efficiently, ensuring accuracy and adherence to hotel reservation policies including FIT and TBR bookings.
• Support team efforts in handling group bookings, including managing inventory, payments, and group setups.
• Respond promptly and professionally to reservation inquiries via phone and email within the shift.
• Collaborate with other departments on reservation-related issues such as prepayments, routing, vouchers, and cancellations.
• Prepare and brief relevant teams on group information sheets before group arrivals.
• Ensure missed arrivals (no shows) are documented and charged appropriately.
• Conduct arrival verifications and reservation tracking.
• Maintain a detailed filing system for all group reservations and corresponding communications.
• Address guest complaints and questions tactfully and professionally, escalating to management when necessary.
• Maintain clear communication with departments regarding special requests and adhere to VIP and complimentary room procedures.
• Implement Accor brand standards and safety/security policies while fostering a supportive team environment.
• Promote the hotel’s membership programs to guests actively.

Customer Service Expectations

• Deliver courteous, friendly, and knowledgeable service to all guests to enhance their experience.
• Approach guest concerns with positive problem-solving strategies, involving the Manager on Duty if required.
• Proactively promote hotel amenities and services to guests.

Additional Employee Benefits

• Employee benefit card providing discounts at Accor hotels globally.
• Complimentary and tasty meals during shifts.
• Free stays within the UK and Northern Ireland.
• Friends & family discounts on accommodation.
• 50% discount on food at hotel restaurants.
• Enrollment in pension scheme.
• Eye test vouchers provided.
• Staff uniforms supplied.
• Access to learning programs via company academies.
• Opportunities for career growth locally and internationally.
• Participation in corporate social responsibility initiatives, including the Planet 21 program.