Reservations Agent (maternity leave)

Job description

What you’ll do We are looking for a Reservations Agent to join the team at SLS Barcelona. Reporting to the Reservations Manager , you will be responsible for assisting guests with their reservations, providing tailored recommendations to meet their needs, and delivering exceptional support throughout the booking journey. Handle all guest room reservation requests, modifications, and cancellations in accordance with established policies and procedures. Assist guests with reservation enquiries, providing personalized recommendations and ensuring an exceptional booking experience. Handle all incoming calls in accordance with LQA standards, ensuring a professional, personalized, and efficient guest experience. Ensure reservation accuracy across all booking details, including market segments, channels, routing instructions, traces, and guest profiles. Review and verify all daily reservations, ensuring guest preferences, special requests, and reservation details are accurately communicated to the Front Office team to support smooth operations and avoid discrepancies. Identify discrepancies or errors in rate mapping, room mapping, offers, and distribution channels, promptly escalating them to the Revenue Manager to ensure timely resolution. Monitor and follow up on potentially fraudulent reservations that may impact revenue performance. Manage no-shows and non-guaranteed reservations to maximize inventory utilization. Ensure all distribution channels effectively support the hotel's commercial strategy while maintaining rate parity. Maintain effective communication with key departments, including Sales, Front Office, Concierge, Finance, and any other relevant stakeholders. Drive upselling opportunities in line with established guidelines to enhance guest satisfaction and maximize revenue. Proactively identify and communicate any reservation- or system-related issues to ensure operational efficiency and an exceptional guest experience. Support the onboarding and training of team members as required. What we are looking for... Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field. Minimum of 2 years' experience in Reservations or a similar role within the hospitality industry. Strong organizational skills with the ability to multitask, prioritize effectively, and perform well in a fast-paced environment. Excellent attention to detail and a proactive approach to problem-solving. Excellent verbal and written communication skills. Fluency in English, Spanish, and French is required. Strong customer service skills with a genuine passion for creating outstanding guest experiences. Ability to take ownership, make sound decisions, and resolve issues efficiently. Adaptable, collaborative, and eager to embrace the unique culture of SLS and Ennismore. A positive attitude, an open mind, and a willingness to challenge the status quo. A team player who enjoys working in a dynamic environment while supporting colleagues and contributing to shared success. What's in it for you... The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand. The chance to challenge the norm and work in an environment that is both creative and rewarding. Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity. A competitive package and plenty of opportunity for development. Excellent discounts across the entire Ennismore family of brands. SLS is part of Ennismore, a creative hospitality company rooted in culture and community, with a global collection of entrepreneurial and founder-built brands with purpose at their heart. Ennismore is a joint- venture with Accor, formed in 2021. SLS Barcelona, a five-star urban resort of extraordinary experiences, brings a new variety of seaside glamour, indulgence and excellence to Barcelona’s waterfront district of Port Forum. Here the hallmarks of an SLS wonderland – playful ambiance, VIP treatment, and theatrical experiences - meet idyllic views to set a lavish stage for the extraordinary to unfold. The only 5-star hotel in the city to feature a terrace off every guestroom (471 in total), SLS Barcelona is all-encompassing in its delight, offering an array of exclusive amenities including rooftop dining and bars, three inviting swimming pools, a spacious 800 square-meter ballroom with abundant natural light, break out rooms catering to all size of meetings, a rejuvenating spa, and a state-of-the-art fitness centre. Say farewell to the ordinary, and hello to the extraordinary!