Reservation Agent

We are currently seeking a confident and service-oriented Reservations Agent to join our prestigious five-star team. This full-time position is perfect for someone with exceptional communication skills, a keen eye for detail, and a genuine passion for delivering outstanding guest service. As the first point of contact for our guests, you will play a vital role in creating a lasting first impression while assisting with room bookings across our nine luxury properties located in London, Dorset, and Edinburgh.

Location: London, Victoria

Employment type: Full-time

Working pattern: 40 Hours per week - Our office is open 7 days a week from 8am – 9pm. Team members work 5 days per week on a rotational basis, which will include weekends and Bank Holidays.

Salary: £26,310 annually + uncapped commission once probation has passed

Key Responsibilities

• Answer incoming calls and assist with reservation requests, confirmations, cancellations, and general questions.
• Understand hotel promotions, pricing, and sales strategies to ensure we exceed our guests’ expectations and achieve targets.
• Respond to email requests with enquiries about the hotel in a professional manner.
• Recommend food and beverage outlets when guests are booking.
• Update all reservations made in our booking system working with Opera Cloud.
• Participate with test calls which take place monthly (incentivised when achieving over 95%).
• Sell, process, enter and confirm room reservations.
• Handle guest concerns and feedback to help convert room reservations at each of our hotels.
• Reservation check reports, ensuring to double check any bookings made by yourself.

What are we looking for?

• Previous experience in a reservations, call centre, or front desk role within a hotel or hospitality environment.
• Exceptional communication skills and telephone manner.
• A warm, confident, and guest-focused attitude.
• High level of accuracy and attention to detail.
• Proficient in Microsoft Office and hotel reservation systems (e.g. Opera, SynXis, or similar).
• Ability to multitask and prioritise in a fast-paced setting.
• A team player who takes initiative and remains calm under pressure.

What's in it for you?

• Holiday allowance starting at 20 days and increasing with length of service up to 27 days + 8 bank holidays.
• Professional, award-winning learning and development opportunities from day one.
• Fantastic recommend a friend and family bonus scheme worth up to £600.
• Enhanced paid maternity leave & paternity leave.
• 50% off on food and 25% off on beverages in any Red Carnation Hotels F&B outlets.
• Discounted accommodation rates at Red Carnation Hotels worldwide.
• Two paid volunteering days each year, because we care about our community.
• Access to immediate Employee Assistance Programme, because we care about our employees.
• Global Employee Appreciation Party, where we get to celebrate our incredible teams.

Red Carnation Hotels is an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.