Reservations Agent

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