Job Summary
ARK Bros Professional Services UK Ltd. is seeking an organised, professional, and customer-focused Reservations Associate to join our team in London.
As a Reservations Associate, you will support customers and clients with booking enquiries, new reservations, amendments, cancellations, confirmations, and general reservation-related requests. You will maintain accurate booking records, coordinate requests with relevant teams, and help ensure customers receive clear and timely service.
This position is suitable for candidates with experience in reservations, customer service, hospitality, travel services, contact centres, administration, client services, or other customer-facing environments. Candidates looking to develop their careers in reservations and customer operations are also encouraged to apply.
What You'll Do
- Respond to reservation and booking enquiries through telephone, email, and approved digital channels.
- Process new reservations accurately using approved booking systems.
- Assist customers with reservation amendments, cancellations, and confirmations.
- Provide accurate information regarding availability, services, booking conditions, and applicable procedures.
- Verify customer and reservation details before completing transactions.
- Maintain accurate booking records and customer information.
- Monitor pending reservations and follow up on outstanding requests.
- Coordinate special requests with the appropriate internal teams.
- Assist customers with routine booking-related questions and concerns.
- Investigate reservation discrepancies and help coordinate appropriate resolutions.
- Escalate complex booking, payment, or service issues to the appropriate colleague or supervisor.
- Communicate booking changes clearly to customers and relevant internal teams.
- Support group or multi-service reservation requests where applicable.
- Maintain professional and courteous communication throughout the reservation process.
- Update information within approved reservation, CRM, and customer-service platforms.
- Assist with routine payment and billing enquiries within assigned responsibilities.
- Follow applicable payment-security, privacy, and customer-verification procedures.
- Prepare reservation reports, booking summaries, spreadsheets, and operational updates.
- Support customer-service and client-service colleagues during busy periods.
- Help maintain reservation procedures, templates, FAQs, and knowledge resources.
- Monitor recurring booking issues and communicate potential process improvements.
- Support service-quality and customer-satisfaction initiatives.
- Contribute to improvements in reservation workflows and customer experience.
Requirements
- Previous experience in reservations, customer service, hospitality, travel, contact centres, client services, administration, or a related environment is preferred.
- Strong customer-service and interpersonal abilities.
- Good written and verbal communication skills.
- Strong attention to detail and commitment to booking accuracy.
- Good organisational and time-management abilities.
- Ability to manage multiple reservation requests and changing priorities.
- Strong listening, problem-solving, and follow-up skills.
- Comfortable communicating with customers by telephone and email.
- Ability to handle booking changes and customer concerns professionally.
- Comfortable using computers, email, spreadsheets, and digital business applications.
- Familiarity with reservation, booking, CRM, ticketing, or customer-management platforms is advantageous.
- Good working knowledge of Microsoft Office or Microsoft 365 is helpful.
- Experience in hospitality or travel reservation platforms is advantageous but not essential.
- Ability to work accurately with dates, booking details, customer information, and service requirements.
- Ability to handle customer and payment-related information responsibly.
- Comfortable working independently while collaborating with customer-service and operational teams.
- Willingness to learn new reservation systems, services, and booking procedures.
- Relevant education, professional training, or equivalent practical experience will be considered.
- Applicants who meet most, but not all, requirements are encouraged to apply.
Why Work With Us
- Build specialised experience in reservations and customer-service operations.
- Develop valuable skills in booking management, customer communication, and service coordination.
- Gain experience using modern reservation and CRM platforms.
- Strengthen problem-solving and customer relationship skills.
- Work with customer-service, client-service, administrative, and operational professionals.
- Develop experience managing bookings from initial enquiry through confirmation.
- Gain exposure to reservation reporting and operational processes.
- Contribute ideas that improve booking efficiency and customer satisfaction.
- Develop transferable experience for progression into Senior Reservations Associate, Reservations Coordinator, Reservations Specialist, Reservations Supervisor, or Customer Service Team Leader roles.
- Access opportunities for professional development and increased responsibility.
- Work within a professional, collaborative, and inclusive environment.
Pay: £2,300.00-£2,600.00 per month
Benefits:
- Flexitime
- Free parking
- Health & wellbeing programme
- Life insurance
Work Location: In person
