Reservations Agent Red Carnation Hotels Central Office London £26,836.16 per annum plus other e[...]

***Award winning hotel collection***

What's in it for you from day one:

• £26,837.16 per annum plus other exciting perks and benefits!
• Holiday allowance starting at 20 days and increasing with length of service, plus bank holidays.
• Award‑winning L&D programmes, with over 80 individual courses available, from foundation skills to leadership skills.
• Excellent development opportunities, with long‑term career progression across the Red Carnation Hotel Collection, with 80% of our managers being home‑grown!
• Two paid volunteering days each year, allowing you to give back to our communities.
• Access to the Employee Assistance Programme through our partners at Hospitality Action.
• Tea parties and annual social events, including festive celebrations for your little ones.

What's in it for you later:

• KPI‑related bonus, uncapped!
• Company‑wide recognition schemes, incentives and celebrations.
• Enhanced maternity pay of 13 weeks, fully paid.
• Enhanced paternity pay of 2 weeks, fully paid.
• £800 baby payment to support you and your family.
• Fantastic recommend a friend bonus scheme worth up to £600.
• Cross‑departmental training opportunities across Head Office and hotels worldwide.
• 50% off food and 25% off beverages in selected Red Carnation Hotels F&B outlets.
• Discounted accommodation rates across our hotels in the UK, Ireland, Guernsey, Geneva and South Africa.

We are currently seeking a Reservations Agent to join our Central Reservations team, representing our prestigious collection of luxury hotels. As a Reservations Agent, you will interact with guests on a daily basis within a fast‑paced and dynamic environment, delivering exceptional customer service and creating lasting impressions. You will be responsible for responding to guest enquiries via telephone and e‑mail, assisting with accommodation requests across our six London hotels, as well as our properties in Guernsey and Edinburgh. The successful candidate will provide guests with detailed information to support their booking decisions and ensure a seamless reservation experience. Working across our collection of distinguished four‑ and five‑star hotels, you will develop a strong understanding of our products, promotions, pricing, and sales strategies, enabling you to exceed guest expectations while contributing to departmental targets. In return, you will benefit from comprehensive on‑the‑job training, external development opportunities, and the chance to build a rewarding career within a world‑renowned luxury hotel collection.

Location: London Central Offices (near Victoria)

Employment type: Full time, permanent

Working pattern: 8.5 hour shifts Monday‑Friday, shifts varying between 8am‑9pm, occasional weekends required.

Key Responsibilities as a Reservations Agent:

• Answer incoming calls and assist with reservation requests, confirmations, cancellations and any general questions within a timely manner.
• Answer incoming calls within 3 rings with appropriate greeting with the test call criteria on every call.
• Respond to e‑mail requests with enquiries and general questions about the hotels in a professional and fast pace.
• Have a clear understanding of all hotels with regards to products and facilities in which we offer and be able to comfortably speak about them.
• Sell, process, enter and confirm room reservations using selling techniques and strategies.
• Maintain knowledge of current events, activities and hours of operation as well as dining options available.
• To deliver the company standards call criteria and ensure that the criteria is used on every call.
• To participate with monthly test calls which take place monthly monitoring Forbes standards and achieve a minimum score of 95%+.
• Request payments/ guarantee from guests, ensuring that reservations are secured with the relevant payment option.
• Clear communication between all departments.
• Reservation check reports, ensuring to double check any bookings made by yourself.

What are we looking for?

• Previous experience in a reservations, reception, or customer service role within hospitality environment is required.
• 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 Cloud, SynXis, or similar).
• Ability to multitask and prioritise in a fast‑paced setting.
• A team player who takes initiative and remains calm under pressure.

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