At a Glance
- Tasks: Manage hotel reservations and provide top-notch guest service while maximising revenue.
- Company: Join a leading hotel brand known for exceptional guest experiences.
- Benefits: Enjoy competitive pay, discounts, free meals, and 28 days holiday.
- Other info: Great team culture with monthly appreciation events and career growth opportunities.
- 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 skills.
The predicted salary is between 24000 - 30000 £ 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 & Guest Experience Specialist in City of Westminster employer: HS-Reservation
As a Reservations & Guest Experience Specialist at Marriott, you will thrive in a dynamic work environment that prioritises exceptional guest service and employee well-being. With competitive salaries, extensive learning and development opportunities, and a strong emphasis on team spirit through events and recognition programmes, Marriott is dedicated to fostering a supportive culture where your contributions are valued. Enjoy unique benefits such as discounts on hotel stays worldwide, free meals during shifts, and the chance to celebrate your birthday with a paid day off, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations & Guest Experience Specialist 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 passion for their brand.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for guests, being clear and friendly is key. Try role-playing with a friend to nail down your responses to common questions.
✨Tip Number 3
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 handle tricky situations.
✨Tip Number 4
Don't forget to 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 reservations and guest experience.
We think you need these skills to ace Reservations & Guest Experience Specialist in City of Westminster
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your previous experience in reservations or guest services. We want to see how you've handled bookings and provided top-notch service in the past!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use professional language but let your personality shine through. We love a friendly tone!
Tailor Your Application:Don’t just send a generic application! Tailor it to the role by mentioning specific skills that match the job description, like your experience with Opera PMS or handling group bookings.
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 don’t miss out on any important updates!
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. Understand how to navigate these platforms, as well as the basics of OTA extranets and GDS. This will show that you’re ready to hit the ground running.
✨Showcase Your People Skills
As a Reservations & Guest Experience Specialist, your communication skills are key. Practice responding to common guest inquiries and complaints in a friendly, professional manner. Use role-play with a friend to simulate real-life scenarios.
✨Highlight Your Attention to Detail
Prepare examples from your past experience where your attention to detail made a difference. Whether it was avoiding overbookings or accurately processing special requests, be ready to share these stories during the interview.
✨Be Ready to Upsell
Think about how you can promote room types, packages, and hotel services effectively. Prepare some ideas on how you would suggest upsells and cross-sells to guests, as this is a crucial part of maximising revenue opportunities.
