Reservation Agent

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service. Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within everyone, our team creates unforgettable experiences for our guests.

The Reservation Agent plays a key role in ensuring a seamless and positive guest experience from the moment of booking. Responsible for managing reservations accurately and efficiently, the role supports the overall revenue and occupancy goals of the hotel while maintaining high service standards. Acting as a trusted ambassador for the Montcalm Collection, the Reservation Agent will handle enquiries across various channels, provide personalised service, and promote available packages and upgrades. This position is ideal for someone with strong attention to detail, excellent communication skills, and a passion for delivering exceptional guest service within a luxury environment.

• Handle guest reservations via phone, email, and online booking systems with accuracy and efficiency.
• Provide exceptional customer service, addressing enquiries and resolving booking-related concerns.
• Maintain up-to-date knowledge of room types, rates, packages, and promotions.
• Ensure all reservations and guest requests are accurately recorded and communicated to relevant departments.
• Manage room inventory effectively to optimise occupancy levels.
• Process cancellations, amendments, and no-shows in accordance with company policy.
• Identify and pursue upselling opportunities during the booking process.
• Prepare daily and monthly reports for management review.
• Follow up with guests to confirm bookings and share relevant information.
• Maintain awareness of hotel offerings, local attractions, and hospitality trends.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

• Previous experience in reservations, ideally within a luxury hotel or serviced apartment environment.
• Strong written and verbal communication skills in English; additional languages advantageous.
• Excellent attention to detail and organisational abilities.
• Passion for hospitality and commitment to delivering memorable guest experiences.
• Ability to work effectively both independently and as part of a team.
• Proficiency in Opera or similar hotel reservation systems.
• Customer-focused mindset with a proactive and solution-oriented approach.

• Full-time role based at Montcalm Collection, London.
• Office-based with potential cross-property support within the Collection.
• Flexibility required for shift patterns, weekends, and public holidays.
• A professional, inclusive, and team-oriented working environment.

• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two-year service.
• Cash-back health benefits, including optical, dental, chiropractor and physio services.
• Discounted gym membership.
• Access to Wellbeing platform and sessions, including EAP.
• Awards and Recognition Programme.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
• Enjoy a paid day off to celebrate your birthday – because your special day matters!

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

At Montcalm Collection, diversity and inclusion aren’t just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice. Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role. Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.