Central Reservations Agent

Join our team at St Austell Brewery, where we're dedicated to
providing exceptional customer service and seamless booking experiences for our
clients across our pub estate.

We are currently seeking a detail-oriented and customer-focused
Central Reservation Agent and be responsible for assisting clients with booking
reservations via telephone and online channels, ensuring accuracy, timeliness,
and a high level of service at all times. You will demonstrate a confident
approach and you will be able to convert sales into reservations.

The role will require you to work regular weekends and some evenings.

The role

• Maintaining reservation and rate strategy policies and procedures;
  to maximise revenue yield, whilst ensuring reservation service excellence
• Handle incoming reservation inquiries and requests via telephone
  and online platforms, providing prompt and courteous support to our customers.
• Supporting Pub colleagues with overbookings and cancellations and
  ensure guest communications are up to date and correct
• Process reservation bookings accurately and efficiently, ensuring
  that all details are recorded correctly and confirmed with clients.
• Respond to customer inquiries and resolve any issues or concerns
  related to reservations, payments, or cancellations in a timely and
  professional manner.
• Maintain up-to-date knowledge of products, services, and
  promotions to provide accurate information and upsell opportunities to clients.
• Ensuring compliance with Data Protection legislation and Payment
  Card Industry regulations

About you

• Excellent customer service skills and
  experience of working in a customer focused environment and with a commercial
  outlook
• Capacity to remain calm, composed, and
  focused when dealing with a high volume of inquiries or challenging situations.
• Willingness to collaborate and support
  colleagues to achieve common goals and deliver exceptional service as part of a
  team.
• An active interest in developing and
  understanding new information, processes, and technologies and adapt to
  changing circumstances
• Proficiency in
  using Microsoft Office suite (e.g., Word, Excel, Outlook) for tasks such as
  composing emails and updating information
• Familiarity with
  reservation or booking systems commonly used in the hospitality industry.
  Desirable but not essential.

Additional info: 

St Austell Brewery is an Equal
Opportunities employer, and we positively encourage applications from suitably
qualified and eligible candidates, regardless of age, sex, race, disability,
sexual orientation, gender reassignment, religion or belief, marital/civil
partnership status, or pregnancy and maternity. We also welcome requests for
flexible working.

Early applications are encouraged as we’ll review applications throughout the
recruitment process and reserve the right to close the advert at any time. Please
note that we politely request no contact from recruitment agencies or media
sales. Speculative CVs from recruitment agencies won’t be accepted, nor the
fees associated with them.