Reservations Agent in London

We are looking for a detail‑oriented Reservations Agent to join the team here at St Ermin’s Hotel.

If you want to work for one of the best places in hospitality, multiply the fun, love and energy we have at our workplace, we would love to hear from you.

Looking after our people is all that we care about.

We are a London living wage, Workplace Mental health‑chartered Employer and consistently voted as one of the Best Places to Work in Hospitality.

When you join us, you will become a vital member of our team.

You will not only support us in delivering breath‑taking hospitality to our guests but also create a workplace that becomes a role model to others.

What do you get in return?

• Great salary and service charge – The more we make, the more you make!
• Fun, Love & Energy – Not just a slogan, it’s just who we are.
• The best staff canteen in London! – Breakfast, Lunch & Dinner.
• Range of benefits including Medicash Health Care Cash Plan (24/7 GP available for you and your household), financial advice, exclusive retail and restaurant discounts, and more.
• Worldwide discounts for you, friends, and family in all the Marriott hotel brands.
• An opportunity to experience and collect great memories that will last with you forever.

As a Reservations Agent, you will respond to communications from guests and travel agents as well as processing reservations arriving by email, telephone, and through the sales team.

You will be responsible for handling both room reservations (Transient and Groups) and Food & Beverage reservations, including bookings for the restaurant, afternoon tea, in‑room dining, and covers of 10 or more guests.

What will you be doing?

• Processes reservations by email, telephone or sales team
• Manage group bookings: make, amend, cancel, and track no‑shows.
• Create, issue, and maintain group rooming lists, processing amendments as they arise and confirming final details ahead of arrival.
• Take and manage Food & Beverage reservations, including restaurant, afternoon tea, in‑room dining, and covers of 10 or more, ensuring bookings are logged accurately and communicated to the relevant outlet.
• Processes reservations from the sales office and other hotel departments.
• Maintain knowledge of room types, their location, and layout.
• Processes cancellations and modifications and promptly relays this information to the front desk and guest as required.
• Understand and adhere to the hotel’s policy on guaranteed reservations and no‑shows. Process advance deposits for reservations when necessary.
• Complete daily arrival checks and prepare the expected arrivals backup for front office use.
• Respond to guest inquiries and manage reservation requests efficiently.
• Maintain a professional appearance and ensure the workspace is tidy and organized at all times.
• Work towards achieving an 85% and above team success rate on test calls, maintaining high service standards.
• Health and Safety
• Be aware of and comply with your Health & Safety responsibilities as outlined by the hotel’s Health & Safety policy.
• Ensure compliance with all procedural health and safety requirements.
• Be fully conversant with and abide by all Fire, Health & Safety regulations and attend relevant training sessions as required.

Qualifications and Skills Required

• Strong written and spoken English skills
• High level of organizational skills
• Previous experience in Opera is an advantage
• Knowledge of Marriott MARSHA or EMPOWER systems is an advantage
• Previous experience handling group reservations and rooming lists is an advantage
• Ability to work in a team and meet service standards effectively

Note: This description is not intended to establish a total definition of the job, but an outline of the duties and responsibilities of the job role.

To find out more about us, check out our Instagram accounts @sterminshotel and @funloveenergy.

You will have to be eligible to work in the UK to be considered for the role.

#J-18808-Ljbffr