Reservations 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.

Why Join Montcalm Collection:

• Competitive salary that reflects your talent, contribution, and potential.
• Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service.
• Paid birthday leave.
• Generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
• Comprehensive wellbeing support, including free access to our Employee Assistance Programme.
• Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops.
• Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments.
• Cycle to Work scheme.
• Preferential gym membership rates.
• Continuous learning and development opportunities.
• Paid volunteering day.
• Employee referral programme.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.
• International hotel discounts through Marriott Bonvoy.
• City-wide discounts and perks.
• Recognition programmes, including vouchers and curated rewards.
• Elegant annual celebrations and social events.

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.

Responsibilities:

• 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.

Skills And Qualifications:

• 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.

Working Conditions:

• 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.

Eligibility:

• 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.