Central Reservations Agent

**A. Primary Focus of the Function**:
Focus is on technical expertise and individual contribution

(Individual contribution - the position is focused on sales technical expertise rather than project or process management)

**B. Mission**:
The Reservations agent and Groups Executive supports the strategic plans and objectives of the Generator Group strategy and delivery. The function should be supportive, hands-on, methodical, and business focused; creating memorable moments for our guests, taking ownership for assigned activities whilst collaborating closely with their immediate report, colleagues, and key business partners to deliver quality results.

The job incumbent acts as an ambassador for the brand, reflecting the company culture and values. All work is carried out in accordance with company corporate policies, procedures and service concepts according to local requirements and regulations.

**C. Key Roles and Responsibilities**:
1. Ensures all enquiries are answered to Generator standard within the agreed time frame, where all aspects of the client and guest experience are delivered to the highest levels, ensuring company standards and usage of dedicated systems and equipment are attained and adhered to.

2. Completes the agreed groups process from enquiry through to final invoicing, ensuring that all Generator tools are used to maximize revenue and conversion, and sales and upselling opportunities.

3. Handles all signed contracts by discussing all details with the contract partner, requests rooming lists and other arrival information, as well as distributes all details to the relevant hotel stakeholders and keeps the groups booking up to date.

4. Takes responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner.

5. Gets knowledge of Generator brands and the specifics of hotels to better serve the customer during booking and delivery process.

6. Supports and delivers on the strategies and objectives of the department, taking ownership for assigned areas of responsibility.

7. Develops and builds own skills, knowledge and experience at every opportunity within the department, which aligns with the culture of growth, development and performance expected by the company.

8. Collaborates with colleagues to maximize client and guest satisfaction, delivering a positive and responsive approach to enquiries and problem resolution.

9. Provides detailed communication lines between the Hotel team, and other stakeholders included in process.

10. Builds and maintains effective working relationships, communicating with key stakeholders whilst promoting the company culture and values.

11. Ensures adherence to all legislation where due diligence requirements and best practice activities are planned, delivered, and documented, for internal and external audit, performing follow-up as required.

12. Reports to work on time, justifies all absences in a timely manner, and adheres to the downtime as stated on the job offer.

13. Complies with local labor laws and regulations, and trade agreement.

**D. Competencies and Skills**:

- Proven experience in handling reservations
- Ability to adapt to changing service environments
- Good at building strong relationships with existing clients and accounts
- Pro-active with a hands-on approach
- Ability to manage work ensuring that tasks assigned are delivered
- Ability to find creative solutions, offering recommendations
- Personal integrity, with the ability to work in an environment that demands excellence
- Strong communication and listening skills
- Good IT skills
- Experience of using IT Systems on various platforms
- Ability to work collaboratively at all levels within the department
- An open and positive personality
- Ability to handle challenging priorities and assignments

**Experience Target**_(in this job or a related function/field)_**:

-  Previous experience in sales environments and customer services
-  Sales expertise and contact center experience more important than hospitality, although both are still important

**RESERVATIONS & GROUPS EXECUTIVE - THE OVERVIEW**
We need an experienced and knowledgeable Reservations Agent to join our Central Reservations team based in Barcelona. As an experienced Reservations & Groups Executive, you will be confident in dealing with people, experienced in handling multiple reservation channels and thirty party channels; and possess a warm friendly personality.

**WHO ARE WE**
Generator is on a journey. Appropriate, given that we're a leading global lifestyle accommodation brand. The journey began in London, swung through a heap of European capitals on its way to dominating the world. Generator burst onto the scene in the Americas with the launch of Generator Miami and Washington DC and most recently took aim at the country’s biggest markets (NYC, LA, Miami and Chicago) with the acquisition of Freehand Hotels.

No biggie. Fast Company named us