At a Glance
- Tasks: Manage hotel reservations and provide top-notch guest service while maximising revenue.
- Company: Join a leading hotel brand known for its exceptional service and inclusive culture.
- Benefits: Enjoy competitive pay, discounts, free meals, and 28 days paid holiday.
- Other info: Great opportunities for learning, development, and team-building events.
- Why this job: Be the first point of contact for guests and create memorable experiences.
- Qualifications: 2 years in a reservations role with strong communication and attention to detail.
The predicted salary is between 22000 - 26000 £ per year.
The Reservations Agent is responsible for managing hotel reservations efficiently while providing exceptional guest service, maximising revenue opportunities, and maintaining Marriott brand standards. Serves as the first point of contact for guests booking rooms through phone, email, web, or travel agents.
Key Responsibilities
- Receive, process, and confirm reservations accurately via phone, email, and web portals.
- Provide accurate room availability, rates, and policies to potential guests.
- Handle group, corporate, and leisure bookings according to hotel brand procedures.
- Record special requests and VIP preferences in the system.
- Ensure reservations are updated in real-time to avoid overbooking or errors.
- Promote room types, packages, and special offers to maximise revenue.
- Suggest upsells and cross-sell hotel services (F&B, spa, events).
- Monitor room inventory, rate codes, and availability to support revenue strategies.
- Communicate changes in rates, promotions, or packages to guests and internal departments.
- Provide courteous, accurate, and professional assistance to all guests and travel agents.
- Respond promptly to inquiries, requests, and complaints.
- Handle cancellations, modifications, and no-shows following hotel and Marriott policy.
- Maintain accurate records using Opera PMS, MARSHA, or other hotel systems.
- Update reservations, guest profiles, and loyalty program information.
- Prepare daily, weekly, or monthly reservation reports as required.
About You
- Proven track record of a minimum of 2 years in a Reservations agent role in hotel.
- Proficiency of Online Travel Agency (OTA) extranets, GDS (Global Distribution Systems), and MARSHA/Opera or similar reservations system.
- Professional, friendly, and solution-focused in interactions.
- Clear, polite, and professional verbal and written communication.
- Active listening and empathy toward guest and client concerns.
- Ability to coordinate effectively with internal departments.
- Strong attention to detail and accuracy in data entry and reservation documentation.
- Passion for delivering exceptional guest service and personalised experiences.
Benefits
- Competitive salary
- Discounts on hotel rooms and food and beverage worldwide
- Learning and development opportunities
- Recommend a friend bonus
- Wage stream financial wellbeing program
- Recognition programs
- Wellbeing programs
- Free meals whilst on duty
- Employee assistance programme
- 28 days paid holiday per year (inclusive of bank holidays)
- Team building events
- Monthly Employee Appreciation Lunch
- Paid birthday off
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process. The Immersive Hospitality Management is an equal opportunity employer. We are committed to promoting equal opportunities in employment. You and any job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics in line with the Equality act 2010).
Reservations Agent in City of Westminster employer: HS-Reservation
As a Reservations Agent at Marriott, you will thrive in a dynamic and supportive work environment that prioritises exceptional guest service and employee growth. With competitive salaries, extensive learning opportunities, and a strong emphasis on wellbeing, our team enjoys unique benefits such as discounts on hotel stays worldwide and paid birthday leave. Join us in a culture that values recognition and teamwork, making every day rewarding and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Agent in City of Westminster
✨Tip Number 1
Get to know the company inside out! Research Marriott's values, culture, and recent news. This way, when you chat with them, you can show off your knowledge and enthusiasm for the brand.
✨Tip Number 2
Practice your communication skills! As a Reservations Agent, you'll be the first point of contact for guests. Role-play with a friend or family member to nail down your phone and email etiquette.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experience where you turned a guest's complaint into a positive outcome. This will highlight your ability to deliver exceptional service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team and ready to dive into the world of hospitality.
We think you need these skills to ace Reservations Agent in City of Westminster
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your previous experience as a Reservations Agent. We want to see how you've managed bookings and provided top-notch guest service in the past. Use specific examples to demonstrate your skills with systems like Opera PMS or MARSHA.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications. Avoid fluff and focus on what makes you a great fit for the role.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to match the job description. Mention how your skills align with our need for someone who can handle reservations efficiently while maximising revenue opportunities.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at HS-Reservation
✨Know Your Stuff
Familiarise yourself with the hotel’s reservation systems like Opera PMS and MARSHA. Be ready to discuss your experience with these tools, as well as any Online Travel Agency (OTA) extranets you've used. This shows you’re not just a fit for the role but also that you can hit the ground running.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided exceptional guest service in previous roles. Think about specific situations where you turned a negative experience into a positive one. This will demonstrate your ability to handle inquiries and complaints professionally and courteously.
✨Be Ready to Upsell
Understand the importance of maximising revenue through upselling and cross-selling. Come up with a few strategies or examples of how you’ve successfully promoted additional services or packages in the past. This will highlight your proactive approach to enhancing guest experiences while benefiting the hotel.
✨Attention to Detail is Key
Since accuracy is crucial in managing reservations, be prepared to discuss how you ensure precision in your work. Share methods you use to avoid errors, such as double-checking information or using checklists. This will reassure the interviewer that you take your responsibilities seriously.
