Reservations Executive in London

At Sofitel London St James, we redefine luxury by treating a stay as more than just a temporary pause—it’s an opportunity for guests to fall in love with a unique blend of refined luxury and playful indulgence. Our commitment to excellence transcends the ordinary, and we invite you to join a team that specializes in transforming stays into enchanting tales. We take immense pride in creating a playfully elegant and meaningful experience for both our guests and ourselves. Our commitment to fostering a workplace culture that values diversity, encourages professional growth, and recognises individual contributions ensures that each team member feels appreciated and empowered in their role.

The Reservations Executive is responsible for maximising hotel revenue and guest satisfaction by efficiently receiving, handling, and processing guest reservations under the direction of the Reservations Manager. The role ensures that departmental performance aligns with the hotel’s guidelines and overall business plan, while actively contributing to the achievement of departmental goals. A key focus is maintaining and enhancing Sofitel reservation standards, delivering a consistent 5‑star service in line with Signature Standards, and achieving a target score of 95% or higher. The Reservations Executive also works closely with Front Office and Reception teams to ensure effective coordination of operations and the delivery of seamless, high‑quality guest service.

Responsibilities

• Greet guest over the phone in a friendly and courteous manner.
• Record reservation information accurately; identify and record group and transient business codes.
• Inform other departments of VIP arrivals and assist in providing accommodation and special requests.
• Identify commissionable reservations and secure required information.
• Record and process deposit information.
• Identify and record special billing instructions; approve credit after consultation with the Director of Revenue and in line with Accounts’ guidelines.
• File all reservations in a systematic order for easy referral.
• Contribute to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms.
• Record requests for special accommodations and suites.
• Achieve maximum occupancy and average rate by utilising yield management.
• Use up‑selling techniques.
• Handle commission for individual reservations.
• Handle all special requests appropriately.
• Pre‑block all special requests or VIP accommodations appropriately.
• Utilise guest’s history files for personalised service at the hotel.
• Maximise customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests.
• Deal with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner.
• Acknowledge assigned reservation faxes and messages.
• Sell and input reservations into the hotel computer system from phone and written enquiries.
• Other activities as determined by the Reservations Manager.
• Continuous development and structuring of the reservations executive position.
• Monthly and weekly report generation.
• Assist Groups co‑ordinator during periods of higher demand.

Qualifications

• Previous experience in a reservations, front office, or customer service role within a hotel or hospitality environment.
• Excellent communication skills, both verbal and written, with a professional and friendly telephone manner.
• Strong organisational skills and attention to detail, with the ability to manage multiple tasks accurately.
• Proficiency in hotel reservation systems (e.g. Opera, PMS) and general computer literacy, including Microsoft Office.
• Ability to work under pressure in a fast‑paced environment while maintaining high service standards.
• A proactive, sales‑oriented mindset with the ability to upsell and maximise revenue opportunities.

Benefits

• Competitive compensation package, including service charge and annual bonus of £1,300.00 per year.
• Free stays in the UK or Ireland (4 nights/year).
• Employee Benefit Card – discounted rates at Accor properties worldwide.
• Sofitel Experience – enjoy a luxurious night at our hotel, complete with a delightful breakfast.
• Complimentary meals while on duty.
• Special rates in F&B, rooms & spa – treat yourself to luxury at unbeatable prices.
• Be part of the largest hospitality group in Europe.
• Exceptional training and development opportunities through apprenticeship program.
• Global growth opportunities.
• Employee Assistance Program with 24/7 GP access – your well‑being is our priority.
• Social events and activities.
• Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities.
• We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best.

Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.