Hotel Reservations Agent

New Yesterday

OUR PROMISE AT THE WELBECK HOTEL
At the Welbeck, were more than just a hotelwere a team that thrives on excellence, attention to detail, and warm hospitality. As Reservations Agent, youll play a pivotal role in creating memorable guest experiences while leading a dedicated overnight team. This is your chance to step into a dynamic role within a prestigious 4-star hotel, where your voice, expertise, and drive will make a lasting impact. Create confidence by being an expert at what you do; by acting and looking the part and adapting your style to match your guests pace in all you do.
Encourage success by supporting and respecting your guests and their goals; by recognising them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.
M ake it happen by being perceptive to your guests needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.
OVERVIEW
To manage guest reservations accurately and efficiently across all channels.
To maximise room revenue through proactive upselling and rate integrity.
To deliver excellent customer service and strive at all times for 100% guest satisfaction.
WHAT WE'LL BE LOOKING FOR
Key Responsibilities
Handle all incoming reservation enquiries via phone, email, and online channels in a timely, professional, and service-focused manner
Accurately create, amend, and manage reservations within the Property Management System (PMS)
Maximise room occupancy and revenue through effective upselling, cross-selling, and promotion of hotel services and packages
Maintain comprehensive and up-to-date knowledge of room types, availability, rates, packages, and promotions
Ensure all guest details, preferences, and special requests are accurately recorded and communicated to relevant departments
Process amendments, cancellations, and no-shows in line with hotel policies and procedures
Liaise closely with Front Office, Revenue, and other departments to ensure smooth guest arrivals and an exceptional stay experience
Manage group reservations, allocations, and follow-up where required
Consistently deliver a high standard of customer service, promoting guest satisfaction, loyalty, and repeat business
Essential Requirements
Previous experience in a hotel reservations or front office role
Strong working knowledge of Opera PMS (Opera Cloud and/or Opera V5)
Experience using Delphi
Proficiency with hotel reservation systems and online booking platforms
Excellent verbal and written communication skills
Strong attention to detail with excellent organisational abilities
Ability to remain calm and effective under pressure in a fast-paced environment
A proactive, professional, and guest-focused approach
Desirable Skills
Experience within a luxury or upscale hotel environment
Understanding of revenue management principles
Familiarity with third-party booking platforms (e.g. Booking. Com, Expedia)
Multilingual abilities, particularly those supporting our international guest journey, are warmly welcomed and valued
Why Youll Thrive Here - Workplace Perks IHG One Pass Rate Enjoy exclusive staff hotel discounts with up to 30 nights per year, flexible booking, and great stay options worldwide.
IHG One Pass Friends Rate You and up to five friends can collectively enjoy up to 50 discounted room nights per calendar year because we value your circle.
Employee Discounts Enjoy exclusive savings across our brand, including up to 50% off Food & Beverage at our venues, because great experiences start with you.
Complimentary Meals Enjoy meals while on duty.
Flexitime We value work-life balance and are happy to discuss flexible working arrangements wherever possible.
Uniform Care For our uniformed team members, we handle all cleaning so you can focus on delivering excellence.
Company Sick Pay Available after qualifying period.
Learning & Development We invest in your growth with tailored training and development opportunities, because your success is our success.
Employee Engagement Join a team where your voice matters, your ideas thrive, and your growth is our priority. We are The Culture team.

If youre someone who takes pride in what you do, thrives in a fast-paced environment, and has a passion for delivering excellence we want to meet you .
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Location:
London
Job Type:
FullTime

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