At a Glance
- Tasks: Join our team to handle reservations and deliver exceptional guest experiences.
- Company: The Sutton Hotel Collection, a family-owned business that values its people.
- Benefits: Free hotel breaks, wellness perks, and extensive learning opportunities.
- Other info: Inclusive environment with a commitment to personal and professional growth.
- Why this job: Be at the heart of guest interactions and drive revenue across our hotels.
- Qualifications: Experience in hospitality, strong sales skills, and attention to detail.
The predicted salary is between 25000 - 30000 £ per year.
Who we are
The Sutton Hotel Collection is part of Sir Richard Sutton Ltd, a family‑owned business, where our people are our family. We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best in class benefits for our team. We give you the opportunity to grow within an organisation committed to excellence, people development and building a beautiful legacy for the future. We aim to create environments where teams feel supported, trusted and proud of the experience they create together.
The Opportunity
We’re looking for a commercially minded and guest‑focused Central Reservations Team Member to join our team in Windsor. This is an exciting opportunity to play a direct role in driving revenue across three hotels while delivering a seamless, brand‑aligned booking experience. You’ll be at the heart of our guest journey – converting enquiries, maximising room and group revenue, and ensuring every interaction reflects the quality and character of our hotels. This role is ideal for someone with hotel reservations or front office experience who enjoys sales, thrives on targets, and takes pride in accuracy and service excellence.
What You’ll Be Doing
- Handling telephone enquiries confidently, maximising conversion through strong product knowledge and proactive upselling
- Managing reservations inboxes and OTA messages, ensuring timely, professional, brand‑aligned responses
- Supporting group enquiries, preparing proposals, coordinating pricing with Revenue, and following up to convert business
- Completing detailed pre‑arrival checks (1, 3 and 5 days prior), verifying rates, packages and guest details
- Processing prepayments, managing no‑shows, and ensuring bookings comply with rate conditions
- Maintaining accurate records across PMS and distribution systems in line with revenue strategy
- Collaborating closely with Revenue, Sales, Reception, Finance and Meeting & Events teams to ensure seamless guest delivery
- Contributing to departmental targets including revenue, ADR, occupancy, and conversion performance
Who We’re Looking For
- Previous experience in hotel reservations, front office, or a guest‑facing hospitality role
- Confident telephone sales skills with a natural ability to upsell and convert enquiries
- Excellent written communication skills with strong attention to tone and detail
- High levels of accuracy and strong administrative organisation
- Commercial awareness and an understanding of revenue‑focused selling
- Comfortable using hotel PMS and Microsoft Office systems (experience with Infor, Duetto or similar is advantageous)
- A positive, professional, and collaborative approach
- Ability to manage multiple tasks while maintaining quality and pace
Why Join Us?
- Opportunities to learn, grow, and develop
- Strong values and a commitment to wellbeing
- A caring, inclusive working environment
- The chance to make a meaningful impact in your role
You’ll be part of a business that values people and invests in their success.
Our Benefits:
- Free and discounted hotel breaks – From the first day of service, you can benefit from a free break of one/two days in any Sutton Hotel Collection hotel, in a 12‑month period. Additionally you, your family and your friends are also entitled to discounted stays across all of our hotels and dining in our restaurants.
- Heka benefits platform – your access to Heka begins from day one and is pre‑loaded with a balance of £150 to use against a wide range of wellness focussed products, experiences and schemes including health cash plans and gym memberships.
- Salary sacrifice schemes including cycle to work, tech and electric vehicles (T&Cs apply)
- Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers)
- Loyalty awards, annual social and celebration events.
- Learning and Development – An extensive range of training opportunities are available to facilitate your personal development.
- Wisdom Wellbeing – A confidential service offering CBT therapy, up‑to‑date information, support and advice on a broad range of subjects.
- Subsidised Learning Courses – We encourage your learning and development so would like to contribute to courses you would like us to explore.
- We also provide you with all the basic benefits such as free nutritious and tasty meals on duty, and complimentary on‑site parking (where available).
Our Values
Everything we do is shaped by our four values: Purposeful, Excellent, Able, and Knowledgeable. These guide how we work with each other, support our guests and customers, and contribute to the long‑term success of SRSL.
Diversity, Equity & Inclusion (DE&I)
We welcome applicants from all backgrounds and experiences. If you need adjustments at any stage of the recruitment process, please let us know — we are happy to support you.
Our ESG Commitment
SRSL is committed to responsible and sustainable operations. All colleagues contribute to creating a positive environmental and social impact across our business.
Right to Work
All applicants must have the right to work in the UK. We will ask for proof of this during the recruitment process.
Reservations Team Member employer: Sutton Hotel Collection
The Sutton Hotel Collection is an exceptional employer that prioritises the growth and wellbeing of its team members. Located in Windsor, we offer a supportive and inclusive work environment, alongside outstanding benefits such as free hotel breaks, wellness initiatives, and extensive learning opportunities. Join us to be part of a family-owned business that values your contributions and fosters a culture of excellence and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Team Member
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Sutton Hotel Collection. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Sutton Hotel Collection
Don't be shy about reaching out to Sutton Hotel Collection directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Reservations Team Member
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Sutton Hotel Collection and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Sutton Hotel Collection
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
