Andras Hotels - Reservations Team Member

Belfast, Northern Ireland, United Kingdom

12/18/2024

Job Description

Location: Andras House Ltd, Andras House, 60 Great Victoria Street

About Us

Andras Hotels is Northern Ireland’s largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Café Bar and a Health Club and Spa. We are rapidly expanding our portfolio and we are dedicated to promoting tourism and hospitality across the country. We develop our people through our Andras Academy, the industry Wellbeing and Development Promise, and we are proud to be signed up to Green Tourism.

What is the job?

Assist with the efficient and smooth running of the Reservations Department, dealing with guest enquiries in a professional manner and achieving financial targets.

What We Offer

• Discounted Hotel Rates across ‘000’s of hotels worldwide for employees and for family and friends
• Health Care Cash Plan
• Diamond membership of Kingsbridge Hospital Group
• Enhanced Pension Scheme
• Enhanced Maternity Pay
• Enhanced Paternity Pay
• Cycle to work
• Recruit a friend scheme
• Employee Appreciation and Social Events
• Employee of the Month Award
• £20 for completion of FLOW training
• Increased Annual leave with service
• Discount at Bodyscape – Employee rate and family and friend rate
• Cyrospa discount rate at Bodyscape
• Communication and advice on Health and Wellbeing
• Andras Academy – Training and Development Programmes and progression opportunities within the Andras Hotels Group
• Work for globally renowned Hotel Brands
• Reward Club Incentive Scheme
• Hotel Incentive scheme
  
  

About The Role

Main Duties:

• Ensure that phones / emails are answered in a speedy, professional and efficient manner
• Ensure all Reservations are accepted, recorded and confirmed in accordance with Company Policy and in an efficient and courteous manner
• Ensure all guest enquiries are handled professionally and provide information regarding Hotel services available
• Assume responsibility for checking arrivals, managing duplicate bookings, group arrival details, etc.
• Manage group bookings within Company criteria; collect payments, adhere to cancellation policies, check master bills, keep hotel fully informed of group requirements.
• Management of online systems to include Rate & Availability management
• Cross selling of all hotels within the group; knowledge of each PMS / CRS system to assist with covering holidays / breaks for colleagues
• Upselling of Hotel facilities / supplements to potential customers to maximise revenue
• Reviewing daily PACE and reservations created reports for booking trends, group reservations, rate queries and making recommendations for public / group rates
• Be aware of current business targets, actual budgeted and forecasted business levels and to focus at all times to achieve these targets
• Assist the Reservations / Revenue Managers in the preparation of reports
• Actively participate in any training and personnel exercises designed to improve standards and performance levels
• Assist with collection of payments on advance purchase reservations, management of declined bookings
• Liaise with the Accounts Department for Accounts outstanding, commission claims, matching online payments with PMS system and keeping guest ledger to a minimum
• Ensure that policies and procedures are known and adhered to, that team members are fully aware of public / corporate rates and that a high level of communication exists between the Team and other Departments
• Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction, at all times
• Upkeep of the Equal Opportunities Policy to ensure that there is a neutral working environment
• Work in accordance with standard procedures within each Department
• Carry out Company’s customer relation policy and communicate Hotel services to guests
• Ensure a high standard of personal hygiene and grooming
• Keep staff/work areas tidy, safe, and report any hazard, accident, loss or damage to Management and observe all requirements under Health and Safety at Work Act (1989)
  
  

How do I deliver this?

We genuinely care about people, and we show this through living the Andras Hotels behaviours.

• Teamwork – work with commitment, cooperatively and effectively with others
• Brand Hearted – understand and live the brand standards, exhibiting a positive, friendly manner with customers and colleagues
• Diversity & Respect – welcome, include and demonstrate respect for all individuals from all groups
• Integrity – honest, respectful and accountable
  
  

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Skills Needed

About The Company

Andras House Ltd is a leading property development and hospitality company based in Belfast, Northern Ireland. Established in 1981, the company has grown into a highly successful multi-million pound organisation with an extensive portfolio of office, hotel and leisure developments.

We are proud to be at the forefront of hospitality in Northern Ireland. With seven hotels we are Belfast’s largest hotel group with 1000 bedrooms in the City.

Andras Hotels is proud to be the leading hotel group in Belfast with current awards of Best Hotel in Belfast for Holiday Inn Belfast City Centre, Best Budget Hotel in Ireland for Ibis Belfast City Centre and Best Serviced Apartments for Cordia Serviced Apartments.

Company Culture

Andras Hotels is Northern Ireland’s largest hotel group and we are proud to have been at the forefront of hospitality for the past 30 years.

We subscribe to the Hospitality Employers Charter, which means we are committed to providing training, development, and support to all of our team members.

We offer a range of staff benefits and opportunities to grow your career in our fast-growing company Our Andras Academy provides training and development for all team members and we are an equal opportunities employer.

Desired Criteria

• Experience within a Reservationist Role
  
  

Required Criteria

• Previous Experience within the Hotels Industry or Administrative Office Role for a Minimum of 1 year continuous within the last 5 years
• 5 GCSEs including Maths and English at Grade C or above or equivalent qualification
• Customer Service Skills
• Excellent Communication Skills
• Computer Experience or relevant qualification (OCR/RSA Stage 2 or equivalent qualification)
  
  

Closing DateTuesday 14th January, 2025

Contract Typefulltime

Salary£12.20 Hourly