Hotel Reservations Agent in London

Hotel Reservations Agent

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Location: The Kensington Collection & SafeStay Holland Park

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Reports To: Revenue & Reservations Manager / Cluster General Manager

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Salary: £28,000 – £34,000 per annum

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Duration: Permanent - Full time, 40 hours per week 9:00-5:30

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Job Purpose

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The Hotel Reservations Agent is responsible for maximising accommodation revenue across all properties by handling reservations efficiently, delivering exceptional customer service and ensuring the highest level of booking accuracy.

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The role supports both The Kensington Collection and SafeStay Holland Park, managing hotel rooms, serviced apartments and hostel accommodation through various booking channels while maintaining excellent communication with guests, reception teams and revenue management.

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Key Responsibilities

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Reservations

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• Manage all reservations via telephone, email and online channels.

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• Process bookings accurately within agreed response times.

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• Convert enquiries into confirmed bookings.

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• Upsell room categories, breakfast packages and additional services.

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• Maximise occupancy and revenue opportunities.

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• Ensure all reservations are entered accurately into the PMS.

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• Monitor arrivals, departures and availability daily.

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Revenue Management Support

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• Assist with daily rate loading where required.

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• Monitor occupancy and booking pace.

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• Identify high-demand periods.

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• Report unusual booking patterns.

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• Support revenue strategy implementation.

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• Assist with overbooking management.

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• Ensure rate parity across all channels.

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OTA Management

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Manage reservations received from:

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• Booking.com

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• Expedia

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• Agoda

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• Hotels.com

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• Hostelworld

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• Google Hotel Listings

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• Direct Website Bookings

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• Telephone Reservations

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• Corporate Accounts

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• Travel Agents

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• Group Bookings

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Guest Service

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• Respond promptly to guest enquiries.

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• Handle amendments and cancellations.

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• Manage special requests.

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• Resolve reservation issues professionally.

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• Build strong relationships with repeat guests.

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Property Coordination

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Work closely with:

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• Front Office

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• Housekeeping

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• Revenue Manager

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• Sales Team

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• Finance Department

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• General Managers

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to ensure accurate room availability and smooth guest arrivals.

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Administration

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• Maintain reservation records.

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• Produce daily arrival reports.

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• Process deposits and prepayments.

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• Issue confirmations.

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• Verify payment details.

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• Maintain guest profiles.

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• Ensure GDPR compliance.

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Systems Experience

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Experience with the following is desirable:

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• Guestline PMS

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• Channel Manager

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• Booking Engine

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• Microsoft Office

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• Outlook

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• Excel

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• Payment Gateways

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Knowledge & Skills

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• Excellent communication skills

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• Strong customer service focus

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• Attention to detail

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• Ability to work under pressure

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• Commercial awareness

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• Good organisational skills

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• Strong numerical skills

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• Excellent written English

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• Positive and professional attitude

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Experience Required

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Essential

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• Minimum 2 years' experience in hotel reservations.

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• Experience using a hotel PMS.

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• Experience working with OTAs.

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• Excellent telephone manner.

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• Good Microsoft Office skills.

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Working Hours

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• 40 hours per week.

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• Monday to Friday (9.00 to 17.30)

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Benefits

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• Competitive salary.

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• Company pension.

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• Holiday entitlement.

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• Career progression opportunities.

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• Training and development.

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• Employee recognition programmes.

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