Reservations Intern

Roles and responsibilities

As a Reservations Intern at 25hours Hotel One Central, you will immerse yourself in the world of hotel operations, specifically focusing on reservations management. This internship is designed to provide hands-on experience and insight into the intricate workings of a lifestyle hotel's reservations department.

Qualifications

Your personality counts more than your CV …

• Currently enrolled in a relevant degree program, preferably in Hospitality Management, Tourism, or a related field.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational abilities.
• Customer-focused attitude with a passion for delivering outstanding service.
• Familiarity with hotel reservation systems is a plus.
• Ability to multitask and thrive in a fast-paced environment.
  

Additional Information

What’s in it for you …

• Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
• Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world
• Benefit from great offers from our numerous cooperation partners
• Be part of our hilarious staff parties and much more...

• Assisting with Reservation Calls and Inquiries

  • Answering phone calls, emails, or online inquiries about availability, rates, and policies.
  • Taking reservations for rooms, tables, or event spaces, ensuring all details are correct.

• Managing the Reservation System

  • Inputting reservation details into the computer system or database.
  • Monitoring booking systems to ensure all information is up to date and that all rooms or spaces are correctly allocated.

• Coordinating with Other Departments

  • Communicating reservation details to the front desk, event managers, or restaurant staff as needed.
  • Assisting with guest requests for special arrangements, such as early check-ins, special seating preferences, or specific room requests.

• Processing Cancellations and Modifications

  • Handling changes to bookings, including cancellations, rescheduling, or adjusting room configurations.
  • Ensuring that the booking system is updated accurately to reflect these changes.

Desired candidate profile

Key Skills for a Reservations Intern

1. Customer Service Skills

   • Communication: Clear and professional communication with customers via phone, email, or in person to answer questions, make reservations, and provide information.
   • Active Listening: Understanding customer needs and responding accordingly to ensure their requests are handled properly.
   • Problem-Solving: Addressing booking conflicts or issues, such as overbookings, and finding solutions to ensure customer satisfaction.

2. Organizational Skills

   • Managing Reservations: Keeping track of bookings, cancellations, and modifications in the system to ensure accuracy.
   • Attention to Detail: Ensuring customer information (e.g., date, time, preferences) is accurately recorded in the reservation system.
   • Multitasking: Handling multiple inquiries and tasks simultaneously, especially during peak times.

3. Knowledge of Reservation Software

   • Familiarity with Systems: Learning to use and manage the specific reservation software or management systems (e.g., OpenTable, ResNexus, Booking.com).
   • Data Entry: Inputting reservation details and customer information correctly and efficiently.

4. Sales and Upselling

   • Promoting Offers: Suggesting special packages, promotions, or services (such as upgrades, add-ons, or event bookings) to customers during reservation calls.
   • Customer Persuasion: Encouraging customers to make reservations, book higher-value services, or book during less busy times.

5. Conflict Resolution

   • Handling Issues: Resolving overbookings, cancellations, and customer complaints in a calm and professional manner.
   • Adaptability: Quickly adjusting to changes or issues in scheduling and providing satisfactory solutions.

6. Time Management

   • Prioritizing Tasks: Managing time effectively to handle phone calls, emails, and other tasks without compromising service quality.
   • Efficiency: Ensuring that reservations are processed quickly while ensuring accuracy.