Rosewood Hotel Group Page d’accueil

About us

The Chancery Rosewood will welcome guests into a world of enriching experiences and unforgettable moments where they will feel inspired and elevated from the everyday. We will inject new energy into London’s scene where our associates will be the centre of our success. Opening in 2025.

About Rosewood

Rosewood Hotel Group is one of the world’s leading global lifestyle and hospitality management groups. Our group’s foundation is a commitment to “Relationship Hospitality” – a belief that true hospitality springs from the nurturing and building of strong and lasting relationships with fellow associates, guests, partners and the communities in which our hotels operate. By doing so, we strive to become the industry leader in delivering the true meaning of hospitality.

About the Role

The Reservations Agent responds to all reservation requests for The Chancery Rosewood in an engaging manner with the aim of converting each request into a confirmed booking using the selling strategy set by the hotel. The role is responsible for ensuring all necessary paperwork and administration is in place for each reservation taken and information is updated accurately in the property management system. The role reports into the Reservations Supervisor.

Key Responsibilities

• Respond to all telephone call enquiries in an engaging manner whilst also adhering to the hotel’s call standards with the aim of converting the enquiry into a booking.
• Respond to email/fax enquiries within 6 hours from receipt using grammatically correct English, free from spelling mistakes.
• Process reservations received from wholesale agents and online travel agents whether via email or fax.
• Ensure a valid method of payment is in place for all reservations inputted into the property management system and alert the management team to any potential issues with payment in a timely fashion.
• Possess a thorough knowledge of the hotel product and services and use appropriate verbiage in their description.
• Possess a thorough knowledge of the different rates offered by the hotel including their terms and conditions.
• Enforce and adhere to the hotel cancellation policies and ensure any related charges are processed on the day incurred.
• File reservations correspondence as per the hotel standards and ensure the filing system is ordered and tidy.
• Have working knowledge of the Online Travel Agent and wholesale extranet sites sufficient to access reservations details in order to input reservations into the property management system and verify bookings as part of an arrival check.
• Conduct daily arrivals checks for future dates as outlined in the department’s standards to verify that all reservations have been inputted correctly and the relevant information has been included in the booking to ensure the guest has a faultless stay at the hotel.
• Complete all tasks outlined on the relevant shift check list and sign off when all have been finished.
• Identify new corporate or new agents in contact with the hotel and pass to the Sales team as these represent potential business for the future.
• Have knowledge of the duties of all other departments within the hotel particularly those who frequently interact with the reservations team specifically Guest Relations, Accounts and Sales.
• Have an understanding of the department goals and projections for average rate and occupancy levels.
• Be aware and adhere strictly to all health & safety procedures.

About you

• Proven experience in Reservations within luxury hospitality, you understand the expectations of the luxury clientele.
• You have a sales mindset, and are driven by performance and conversion.
• You have a basic understanding of revenue management.
• You have a keen attention to detail.
• Possess a comprehensive knowledge of the Opera property management system and the relevant sections of the Synxis central reservation system.
• Promote goodwill by being courteous, friendly and helpful to our guests, managers and fellow associates.
• You are a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
• Preferably you’ll have had exposure of experience of being part of a pre-opening team.
• Demonstrate Rosewood’s core values and truly be able to share and express your passion for your industry.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modelling inclusive behaviours.