Job Description
About us
Birch creates spaces where you can rest, explore, connect, work, taste, move or dance as you wish – all in one place.
Each space is designed to act as an escape from urban living, a chance to release and reset, free from the judgements, expectations and constraints of daily life. Employing art, food, health (mind & body), craft, music and nature as our brand pillars, think Summertime pool parties at the Lido, making bread in our immersive bakery, ceramics workshops in our in-house potters’ room or a boutique spin class in our Wellness Centre.
The role of the Reservations Agent is to ensure a high-quality service is delivered through calls and emails in accordance with the needs of guests and members. Our Reservations Agents are appointed to respond to all individual rooms, classes/events, restaurants reservation requests with the aim of converting each request into a confirmed booking using the selling strategy set by the hotel.
Key Responsibilities & Duties
- Ensure all internal and external calls are answered with courtesy and ensure efficient resolution of all guests’ inquiries.
- Assist in making all individual rooms, classes/events, restaurant reservations and ensure maximize room revenue for all.
- Ensure all reservation details are updated in the systems within required operating procedures.
- Preparing the list of expected arrivals for the front office, assisting in preregistration activities and processing advance reservation deposits
- Analyse all guests’ requirements through calls and emails and recommend suitable options and assist in confirming all reservations.
- Maintain relationships with our regular guests to encourage repeat business and to develop new relationships to encourage new regular guests.
- Being aware of all Front Office procedures and assist with Reception duties when required.
- Being fully aware of all tariffs, promotions, facilities, and current activities within the hotel.
- Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience.
- Sending confirmation and processing payments specific to customers.
- Sorting out any problems that could arise with reservations or bookings.
You should always have:
- A positive energy and attitude.
- A team player mentality.
- An optimistic outlook in everything you do.
- Bring your "A-game" to work, every single day!
Previous experience of working as a Receptionist and/or Booking Agent will prove advantageous.
Staff perks include:
- Free access to gym, sauna and outdoor Lido.
- Cycle to work scheme.
- 25% off food and beverage and discounted room rates.
- Friends and family discount on accommodation and our restaurant and bars.
- Free yoga and free access to all Cultural Programming classes.
Job Type: Part-time
Part-time hours: 27 per week
Salary: £11.00 per hour
Benefits:
- Casual dress
- Cycle to work scheme
- Employee discount
- Free fitness classes
- Free or subsidised travel
- Free parking
- Gym membership
- Life insurance
- On-site gym
- On-site parking
- Sick pay
- Wellness programme
Schedule:
- Monday to Friday
- Weekend availability
Application question(s):
- Please tell us more about your experience and why you are interested in the role?
- Why do you want to work with us at Birch?
- Do you drive, and are you able to travel to us? We are located at Lieutenant Ellis Way, Cheshunt, EN7 5HW.
Work Location: In person
Reference ID: RESLA155