Reservations Agent in London

About the hotel
Curio Collection by Hilton is a global set of remarkable upper upscale hotels handpicked for their unique character and personality; each one a part of the fabric of the city it calls home. Lost Property is the seventh Curio Collection hotel opened in London.
Located on Ludgate Hill, just on the corner of St Paul's cathedral, one of the most iconic London landmarks, Lost Property hotel has 145 bedrooms, a restaurant and bar called Found, a coffee house called Tattle, and a gym.
Our Found restaurant has been nominated for Best New Restaurant at the World Culinary Awards and shortlisted for Best F&B Marketing Campaign at the Hotel Marketing Awards (HMA). The hotel itself was named Boutique Hotel of the Year in London at the Travel & Hospitality Awards 2024, and more recently won Best Overnight Experience at the City AM Toast the City Awards 2026. Joining us means becoming part of a team whose work is recognised at the highest level.
What we offer
Staff rate across all Hilton brands and across the Dominus hotel portfolio
Your Inspirational Stay – a night in the hotel and enjoy dinner, bed and breakfast with a plus one (T&C's apply)
Additional annual leave entitlement based on length of service
Impact Day, paid day to support your charity of choice
Development opportunity across the Dominus hotels portfolio, including Marriott and Hilton brands
Staff events and recognition schemes
Access to Employee Assistance Program (EAP)
Season Travel Ticket Loan
Cycle To Work Scheme
Refer A Friend Scheme – get rewarded when they join the team
A collaborative team culture where people thrive together and a place where you can be your true authentic self
About the role
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. In this role, you will start our guest's journey with us, often having one of the first interactions they'll have when making their choice to stay in the area. You'll anticipate every detail to ensure a friction-free experience, ensuring all details taken are correct, accurate, and shared across other departments when needed.
You'll respond to reservation enquiries received via telephone, email, online channels and central reservations, converting enquiries into bookings while delivering an exceptional level of guest service. To maintain accurate reservation records and support the seamless coordination of guest stays by working closely with operational departments. The Reservations Agent plays a key role in maximising revenue opportunities, maintaining inventory controls, and ensuring brand standards are consistently delivered.
Responsibilities and Duties
People
Communicate relevant guest information, preferences and special requests to operational departments to support a personalised guest experience.
Build strong working relationships with Front Office, Revenue, Sales and operational teams to ensure guest requirements are effectively communicated and delivered.
Maintain a thorough knowledge of hotel facilities, services, room types and promotions to confidently assist guests and maximise sales opportunities.
Support VIP arrivals and special requests by ensuring relevant departments are informed and prepared.
Comply with all company policies, brand standards, health and safety procedures, and incident reporting requirements.
Quality
Respond to all reservation enquiries professionally, efficiently and in line with departmental service standards.
Deliver exceptional customer service through all communication channels, ensuring guest requests are handled accurately and courteously.
Maintain accurate reservation records and ensure all guest profiles are updated appropriately.
Prepare pre-arrival communications and coordinate guest information to enhance the overall guest experience.
Develop and maintain a strong understanding of reservations, front office and property management systems.
Ensure all reservations activities comply with brand standards, company policies and operational procedures.
Profit
Convert enquiries into confirmed bookings through effective sales techniques and proactive follow-up.
Work alongside the Cluster Groups Coordinator occasionally supporting with group reservations.
Process deposits, advance purchase reservations and payments in accordance with company procedures.
Monitor no-shows, cancellations and associated charges to ensure revenue is protected.
Reconcile reservations across online travel agency platforms and ensure commissions are accurately recorded.
Maximise revenue through upselling room categories, packages and hotel services.
Support forecasting and reporting processes through accurate reservation management and data integrity.
About you
It is essential that you possess excellent command of the English language (spoken and written), exceptional phone etiquette and communication skills, customer service orientated, computer literate
Experience in a similar role, or within an upscale hotel environment for more than 1 year where reservations was a key part of day to day is essential
Experience of OnQ PMS/PEP, and advanced computer skills (excel) and management of CRS is desirable
Excellent interpersonal and customer relation skills to ensure a seamless and memorable experience, proactively resolving any challenges that may arise
Flexible and adaptable, with the ability to stay calm under pressure, adapting your approach to complete routine and non-routine tasks
High attention to detail and accuracy – great at managing one's own time
If you would like to join a people focused team in a unique hotel, please do get in touch! We look forward to hearing from you.

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