30935 http://careers.rbhmanagement.com/job-details.aspx?jobid=30935 false

Reservations Agent (32 Hours Per week) Crowne Plaza Docklands, Royal Victoria Dock, Western Gateway, London (East), London, E16 1AL

Reservations Agent (32 hours per week)

At Crowne Plaza Docklands we are looking for exceptional people to provide outstanding service to our guests and who put our people at the heart of everything we do.

Crowne Plaza London Docklands offers 210 bedrooms and 4-star accommodation in one of London’s fastest growing districts and the heart of the 2012 iconic sporting victories, with 8 modern meeting rooms. We are just minutes from key event locations such as the ExCeL Exhibition Centre, The O2 Arena and Stratford City. The hotel accommodation offers a perfect place to stay in London, making us the number one choice for a London City Airport hotel connection.

With good transport links, the hotel can be easily accessed by public transport. Royal Victoria train station is about 2 minutes’ walk to the hotel. Our employees have been playing a tremendous part in the hotel and our team success, from our employee engagement being above 92%.

The Docklands Suite is the largest of the meeting rooms and also has the facility to be partitioned into East and West Docklands giving you flexibility and the option to use one room for two purposes. The room also has a civil ceremony license and with the stunning backdrop over the Royal Victoria Dock, we were awarded in 2018 with a Gold accreditation for overall satisfaction by BDRC, ranking us in the top 4 within our portfolio.

We are currently looking for a motivated, professional individual with personality and passion to join our winning team.

An exciting opportunity has arisen for a Reservations Agent to join an amazing team, reporting to the Revenue Manager. The successfully recruited Group Reservations Coordinator will have excellent interpersonal skills and will be a crucial part of the team.

As Reservations Agent you must be self-motivated and be personable in the way you deal with people, who believe in delivering the best possible standards in guest service. The role requires excellent interpersonal skills to handle guest complaints and show you care by being thoughtful in the way you welcome and connect with guests.  You will be pro-actively required to maximise conversion of all enquiries to the hotel.

As Reservations Agent you will work within the reservations team supporting each other on a day to day basis and ensuring every enquiry is maximised and ideally converted to a sale through effective call handling techniques, throughout product knowledge and superior customer service. Attention to detail is key to this role ensuring all reservations are handled both timely and accurately with excellent customer service skills. It is essential to have a positive, ‘can do’ attitude and a drive to excel, good listening skills to provide team and client-oriented service and to build relationships with key clients.

Your key areas of responsibility will include:

  • To ensure all company procedures, standards and brand values are being adhered to and delivered.
  • To receive telephone enquiries and take the appropriate follow up action necessary to convert the call to then generate a ‘sale’
  • Handle all enquiries and reservations, offering a personal service as per the standard operating procedures.
  • To input reservation at a high-quality level
  • Upsell all areas of the hotel

The ideal candidate is an individual who cares about providing excellent service to our guests and who can use their intuition and creativity to deliver a wondrous experience for everyone. Has an excellent customer focus, organisation and methodical approach is paramount with this role in order for the team and hotel to be successful. Experience within a similar environment is preferable.

If you are a Receptionist or a Reservations Agent with at least 1-year experience from a hotel background and looking for a new career move, then please send your CV today.

What’s In It For You?

People love to work with RBH Hotels because…

  • We focus on health, wellbeing and our communities
  • Our people are truly engaged at work
  • There’s open, clear communication from the top
  • We’ve got great career development opportunities
  • There’s a culture of transformation and innovation

We will give you a competitive salary and opportunities to learn new skills and grow your career. You will receive a benefits package that includes;

  • Everyday discounts from high street retailers
  • Opportunities to be involved in charity and community events
  • Career opportunities, training and help with course fees
  • Discounted hotel room rates for you AND your friends and family that will make you really popular!
  • Incentive programmes
  • Flexible working arrangements because we know your life comes first
  • Free meals on duty
  • Healthcare plans and Insurance plans (just in case)
  • Pension

The Bigger Picture

With a real focus on performance, people, quality, profit and communities at RBH Hospitality Management we transform hotels.

RBH is an independent hotel management company, working in partnership with six of the most prestigious hotel brands including IHG, Hilton, Starwood, Accor, Marriot and Wyndham. At RBH we stand out from our peers, transforming hotels to perform exceptionally.



Crowne Plaza Docklands
Royal Victoria Dock, Western Gateway, London (East), London, E16 1AL

  • Job Ref RBH5463
  • Branch Crowne Plaza Docklands
  • Location Crowne Plaza Docklands, London
  • Salary/Benefits Competitive Salary
  • Contract type Permanent
  • Hours Full Time
  • Hours per week 32
  • Posted date 16/05/2019
  • Closing date 18/06/2019

Crowne Plaza London Docklands – Excel is a great urban hideaway in the heart of London's thriving Docklands area. Located only 5 minutes' walk from the Docklands Light Railway station, it's an ideal base for visiting the city's many attractions.

Emirates Airline Cable Cars are located just next to the hotel, making for a fun and convenient form of travel or just a high flying experience with spectacular views of London. The hotel's restaurant with al fresco terrace dining and swimming pool and health club give you those much needed comforts after a hard days shopping and exploring.