Job Details | St Austell Brewery

Job Summary

Job title: Central Reservations Agent
Salary: Up to £16542 per annum + Company benefits
Type: Permanent
Venue: HQ
Location: St. Austell, Cornwall
Closing date: Tuesday 17 December 2019

Job Description

Central Reservations Agent

Location: St Austell Cornwall

An exciting opportunity has arisen for a Central Reservation Agent to join our already passionate and successful team.

What it's like to be a Central Reservation Agent.

You will need to be a natural problem solver with the ability to find solutions and work well under pressure. You will need to be highly motivated individual in ensuring all our guests receive great service and to continue to build on our passionate culture ensuring our team continue to Deliver Excellence.

The Central Reservations department is open from 8 am until 8 pm Monday to Friday and from 9 am to 6 pm at weekends. You will be required to work 35 hours on a shift basis over 5 days, which will include some weekend work (inclusive of 1-hour unpaid lunch).

With some of the key responsibilities being:

  • Taking the lead in guest care and resolving issues
  • Managing the integrity of the Hotel Reservations database
  • Ensuring the Hotel Reservation procedures are followed
  • Complete relevant daily/weekly/monthly/yearly reporting
  • Seek the best practice in reservation handling to the Hotels through training sessions and workshops
  • Monitor OTA reservations in respect of no-shows
  • Building tariffs and special offers in Welcome systems
  • Managing reviews and responses for TripAdvisor, Expedia and Smiles (HGem)
  • Managing complaint calls
  • Ensuring website information is up to date on Hotels and Inns websites
  • Managing Hotels and Inns Facebook page and creating regular posts

About You:

It's a given that you're passionate about the hospitality industry but it's important that you also have:

  • Previous work in Hotel Reservations, Hotel Bookings, accommodation industry or similar
  • Intermediate IT skills or above
  • Welcome Reservations System experience highly desirable
  • Practical and pragmatic team player

About us:

We are the St Austell Family Group ….a place where we do things properly.

We are a world-class drinks and hospitality company. Independent, family-owned and proud of our great heritage. We are always on the search for the best talent to help us continue to grow for the future. It's an exciting time to join us. We're building our business for the next generation of customers, consumers and our teams within our business across the South West and beyond.

Interested in this role?

If this sounds like the job for you then we would love to hear from you and learn more about you. To apply simply select the apply button shown, complete the application and we'll get back to you very soon.

We will deal with your application in the strictest of confidence and welcome applications from people of all ages, ethnicities, disabilities, religions or sexual orientation.

I declare that, to the best of my knowledge and belief, all the statements and information given are true and complete and that I have not withheld any material fact. I understand that if I am appointed and any of the information I have provided is inaccurate I could be liable to dismissal.


I consent to St Austell Brewery Company Limited obtaining information or references from any present or previous employers, or any other company or institution which the company considers appropriate. The company will only seek references if you accept an offer of employment with us. I further consent, if applicable, to enquiries being made about me to credit reference and criminal record agencies.

St Austell Brewery Company Limited will process the personal information provided by you in this application process, and any other personal information provided by you now or in the future, in accordance with the Data Protection Act 1998. Your personal information and any sensitive information, for example, criminal record (if any) will be considered by our managers during the selection process. We may pass health information to our occupational health professionals if you accept an offer of employment with us.

Should your application be unsuccessful, your personal information will be held on our HR database for approximately 6 months. After this period, your personal information will be erased and your recruitment documents will be disposed of in a confidential and responsible manner.

If your application for employment is successful, all of your personal information, including sensitive information provided in your application documents, and any information provided by you now or in the future, may form part of your HR file and may be held on our HR database. Your personal information will be processed to assist in the service and administration of the company’s employment practices, for example, payroll, performance reviews, equality and diversity and other monitoring. Your manager may also have access to your personal information to assist in line management duties, for example, performance and salary reviews. In emergencies and business continuity situations, we may use your details to contact you at home. Your personal information may also be used to assist the administration of any company pension, life assurance or health benefit staff scheme which you may be entitled to during your term of employment. Your information may also be passed to any scheme provider to consider acceptance and/or operate the scheme.

By submitting your application you confirm that you have read, understood and accept the statements in this declaration.