Reservations Executive

Cheval Collection are looking for a dynamic Reservations Executive to join our central reservations team and be the voice of our brand. This is your chance to play a key role in creating exceptional guest experiences while driving revenue and building lasting relationships. As a Reservations Executive, you’ll transform enquiries into memorable stays across multiple channels—phone, web, OTAs, corporate accounts, agent accounts, direct and VIP guests, WhatsApp, and online portals. You’ll negotiate incoming reservations and extensions with efficiency and profitability, ensuring every opportunity is maximised. Your role goes beyond reservations: you’ll provide timely, accurate information to operational teams, supporting General Managers, Operations and Front Office Managers, and the Commercial Team to guarantee a seamless guest journey. You’ll deliver personalised service, anticipate guest needs, and assist with the daily operations of the central reservations department—all while contributing to the success of a fast‑paced, innovative hospitality brand.

Key Responsibilities

• Negotiate stays and extensions with a focus on maximizing revenue, conversion, and guest satisfaction.
• Provide accurate, timely updates on guest requests and preferences; maintain up-to-date records in PMS (Opera Cloud) and Microsoft Office tools.
• Collaborate with the Commercial Team and partner with Finance, Front Desk, Housekeeping, and property departments to ensure seamless guest journeys.
• Build rapport with guests and key clients, influencing booking decisions through exceptional service and product knowledge.
• Identify and pass sales leads to the Sales team; actively cross‑sell the collection.
• Handle complex or escalated guest matters professionally and efficiently.
• Support the smooth day‑to‑day running of the central reservations department, sharing knowledge and best practices.
• Work to agreed SLAs/KPIs for response times, accuracy, and conversion.

We want you to apply for this role if you have:

• Proven experience in reservations or sales within a London luxury 5‑star hotel or serviced apartments environment.
• Excellent interpersonal skills with confidence in handling guest matters—including complaints—professionally.
• Intermediate computer literacy, including PMS (Opera Cloud) and Microsoft Office tools.
• Exceptional attention to detail and a passion for outstanding customer service.
• Strong organizational and communication skills; ability to prioritize in a fast‑paced environment.
• Confident liaising with stakeholders at all levels; self‑motivated and collaborative across global teams.

In return for your passion and drive to succeed we can offer you:

• Competitive salary
• Company recognition program
• 30 days annual leave (increasing with service, including public holidays)
• Company sick pay
• Life Assurance
• Season Ticket Loan
• Learning and Development programmes
• Discount Staff, Family and Friends rates
• Contribution to personal pension (after 3 months) and many more benefits!

This is a full‑time role of 40 hours per week, working 5 out of 7 days, which will include weekends on a rotational basis. The position is based at our Cheval Global Office and you will report directly to the Head of Reservations, ensuring alignment with commercial objectives and operational excellence. We believe in empowering our people, so you’ll grow your skills with real responsibility while receiving guidance and support from experienced leaders who are invested in your success. If you thrive on being the best, you can and want to join our award‑winning team then look no further and apply now!

Helpful to know: Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above position. A basic disclosure (DBS Check) will be requested in the event of a position being offered.