Job Overview:
The Reservations Executive is responsible for handling all room, package, and service bookings at Stoke Park, ensuring accuracy, efficiency, and exceptional guest service. This role supports the optimisation of occupancy and revenue through effective reservation management, communication, and adherence to brand standards.
Key Responsibilities
Reservations & Guest Service
- Process and manage all individual and group reservation enquiries across phone, email, and online channels.
- Maintain accurate booking details, guest preferences, billing instructions, and special requests within the PMS/CRS.
- Deliver a high standard of guest care by responding promptly and professionally to all enquiries.
- Resolve booking-related issues and escalate complex cases to the Director of Sales & Marketing where required.
Inventory & Revenue Support
- Ensure room availability, restrictions, and rates are accurately maintained in the PMS/CRS.
- Support the management of room inventory to maximise occupancy and revenue.
- Liaise with the Revenue team and Front Office regarding availability updates, overbooking controls, and allocation management.
- Assist with monitoring pick-up trends and forward‑looking demand.
Group & Event Reservations
- Manage group blocks, rooming lists, release dates, and allocation adjustments.
- Work with the Sales team to ensure group bookings are accurately contracted, tracked, and communicated.
Standards & Compliance
- Follow Stoke Park reservation procedures, guest communication standards, and upselling guidelines.
- Uphold GDPR and data protection requirements when handling guest information.
- Ensure all payment details, deposits, and guarantees are processed correctly.
Administration & Reporting
- Prepare daily, weekly, and monthly reservations reports as required.
- Maintain accurate documentation, files, and internal communication logs.
- Support departmental projects and system updates as directed by the Director of Sales & Marketing.
General Responsibilities:
- All employees are expected to be fully familiar with, and adhere to, the hotel’s policies and procedures relating to fire safety, emergency evacuation, first aid, health and safety, and security.
- Staff must also ensure they understand and follow the guidance outlined in the Employee Handbook, as well as any relevant notices displayed in key operational areas throughout the estate.
Notes:
This job description outlines the key responsibilities, objectives and scope of the role as it currently stands. It is not an exhaustive list, and the postholder may be required to carry out other duties as reasonably required, including duties of a similar or related nature, in line with the needs of the business.
Job Types: Full-time, Permanent, Fixed term contract
Contract length: 24 months
Pay: Up to £45,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Slough SL2 4PG: reliably commute or plan to relocate before starting work (required)
Experience:
- 5‑star luxury hotel: 5 years (required)
Work Location: In person
