Suites Specialist
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Suites Specialist

About the job

TheSuites Specialistwithin the London-based Global Contact Centre is responsible for managing guest telephone and email enquiries and communicating with guests in a professional, courteous and friendly manner to deliver consistent seamless service and achieve all call handling targets and standards and business objectives.

The Suites Specialist will have expert product knowledge to include specific hotels and/or suites and will provide on the job support to the Reservations Specialists.


  • Determine individual guests requirements and to convert those in to confirmed bookings to promote hotel services and maximise revenue.
  • Work as part of a dedicated team of service professionals and handle contacts primarily through email and voice.
  • Utilise customer service, sales experience and telephony skills, to achieve sales and service targets across all customer types.
  • Facilitate smooth and effective communication with all departments, ensuring a seamless, highly satisfactory and incomparable service including email and telephone communications.
  • Deliver a positive guest experience by actively selling the Hotels products, services and facilities (to include Restaurants, Spa and amenities) and facilitate a seamless handover to Guest Relations.
  • Answer the telephone clearly maintaining the luxury brand guidelines, delivering excellent customer service and sharing relevant customer feedback to the team for further action.
  • System housekeeping to include minimising guest/company/travel agent profiles by actively searching and merging profiles where required.
  • Take deposits for guest bookings at first point of contact, clearly explain cancellation procedures.
  • File all correspondent relating to all reservations and enquiries and process all cancellations and amendment documentation via the Serenata system.
  • Maintain Travel Agent and guest profile information in accordance with hotel policies and procedures.
  • Identify opportunities to develop and improve skills and maintain records of own development.
  • Provide on the job coaching and support to call centre agents in areas of specialism and expertise.
  • Promote the Global Contact Centre Mission and Vision whilst positively influencing and contributing to the team culture.
  • Maintain brand standards while conversing and demonstrating the company values at all times.
    Flexibility to work shift patterns as required.
  • Any other duties considered to be a reasonable request required to fulfil the roles requirements.

The operational hours of work are shift-based and may be subject to change. These currently are set as:

Monday to Friday: 06:00 - 22:00

Saturday: 08:00 - 20:00

Sunday: 08:00 - 19:00

    • Global Contact Centre monthly bonus scheme
    • Daily £7 meal allowance on a cash card
    • Company pension scheme
    • Life assurance
    • 28 days paid holiday inclusive of bank holidays
    • Employee assistance programme
    • Season ticket loan
    • Eye care cash back
    • Employee Introductory Scheme - £750.00
    • Long service awards
    • World-class training and development.
    • Friends and family discounts
    • Complimentary employee nights with breakfast within the Collection
    • 50% F&B discount at selected restaurants within the Collection
    • Participation in a variety of social events and Corporate Social Responsibility activities throughout the year
    • Access to company's Recognition and Rewards platform including extensive choice of shopping discounts
    • Complimentary dry-cleaning
  • Department: Reservations IT & Technology

About you

EDUCATION

  • Secondary school education and other relevant qualifications
  • Fluency in a foreign language essential (French, Italian Spanish preferred)
  • Proficient in Microsoft office and agility in the use of technology and systems

EXPERIENCE

  • Experience of working in a premium brand within hotels, travel agencies, call centres, airline reservations departments or hospitality environment.
  • Ability to multi-task and work in a fast-paced environment.
  • Confident in providing excellent customer service and motivated to deliver high levels of guest satisfaction.
  • Ability to effectively deal with difficult and complex telephone conversations whilst remaining calm
  • Experience of working in a sales related environment and working to defined targets and goals.
  • Ability to work in a diverse team and utilise influencing and negotiation skills.
  • Excellent communication skills and written capability in English and the specialist language.

  • Language required: English.

The company

Nine iconic addresses, nine extraordinary hotels, one unique collection.
One global compass guiding you to the only destinations you’ll ever need.

But what will make it your collection?
Perhaps we’ll be a second home, where you’re always in the place to be.
Or the canvas for golden moments that create your treasured memories.
We may simply provide a true sense of belonging ‒ wherever you are.

For in yesterday’s rich heritage you’ll find our knowledge and experience.
In today’s beautiful surroundings you’ll feel our craftsmanship and splendour.
In tomorrow’s memories you’ll know the warmth of our team.
But only you can decide how you’ll write our future legacy.

So, be our guest. Be our story. Be whatever your heart desires.
We’ll be honoured to take care of you.

Welcome to Dorchester Collection.
Iconic Hotels in Iconic Places.

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Suites Specialist

London, United Kingdom

Full-time, Indefinite

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