Guest service agent Work, Jobs in Bayswater, Eng (with Salaries)

Reservations Agent
London Town Group of Companies Ltd —London
- £25,420 - £29,000 a year
- Weekend availability
- English
- Hotel
- Organisational skills
- Employee discount
Quick apply
6h
Reservations Agent
Number Sixteen - Reservations —London
- £16.00 - £17.50 an hour
- Full-time
- Bar
- Customer service
- Hotel
- Language training provided
- Employee discount
Quick apply
Booking Services Agent
Guild Hotel Marble Arch —London
- £28,000 a year
- Full-time
- Hospitality
- Microsoft Office
- Hotel
- Employee discount
- Referral programme
Quick apply
Reservations Agent
Charlotte Street Hotel - Reservations —London
- £15.50 - £17.00 an hour
- Full-time
- Bar
- Hotel
- Language training provided
- Employee discount
Quick apply
4h
Guest Service Agent
St.Giles- Reception —London
- £26,440 a year
- Full-time
- Front desk
- Employee assistance programme
- Referral programme
Quick apply
5d
Guest Service Agent
Hotel Indigo - Reception —London
- £26,437 a year
- Full-time
- Front desk
- Employee assistance programme
- Referral programme
Quick apply
8d
Reservations Agent (Part time)
Rosewood London —London
- Part-time
- Hotel
- Annual leave
Quick apply
Reservations Agent
Brooklands Hotel & Spa —Weybridge
- £26,700 a year
- Weekend availability
- Customer service
- Hotel
- In-person
- Free parking
- Store discount
Quick apply
9d
Front Office Team Member (Part-Time) – Camden Lock
Holiday Inn London Camden Lock —London
- Part-time
- Hotel
- Front desk
- Guest services
- Referral programme
Quick apply
13d
Guest Experience Agent
One Hundred Shoreditch —London
- Part-time
- Bar
- Hotel
- Front desk
- Employee assistance programme
- Employee discount
1d
Reservations Agent
Hilton —London
- Full-time
- Hospitality
- Hotel
- Administrative experience
Reservations Agent
Cambridge House —London
- Full-time
- Computer literacy
- Restaurant management
- English
Quick apply
Casual Guest Service Agent
Hilton —Cobham
- £12.84 an hour
- Part-time
- Hotel
- Hotel experience
Night Guest Services Agent
Maybourne —London
- Full-time
- Hotel
- Front desk
- Guest services
- Employee discount
- Referral programme
Quick apply
11d
Customer Service Assistant - Pier Crew
Hornblower —London
- £12.71 an hour
- Full-time
- Customer service
- First Aid Certification
- Guest services
Quick apply
8d
Reservations Agent
Sea Containers London —London
- £27,130 a year
- Full-time
- Sales
- Hotel
- Communication skills
- Employee assistance programme
- Employee discount
Front Desk Agent
4C Group —London
- £26,477.57 a year
- Full-time
- Hotel
- Front desk
- Cash handling
- Employee assistance programme
- Referral programme
Quick apply
1d
Customer Service Host
ATG Entertainment Limited —Richmond
- £12.71 an hour
- Weekend availability
- Microsoft Word
- Hotel
- Restaurant
6d
Doorperson
Rendall & Rittner —London
- £27,000 - £28,000 a year
- Full-time
- Hotel
- Front desk
- Guest services
- Employee assistance programme
- Employee discount
11d
Central Reservations Agent
Heartwood Collection —Teddington
- Up to £29,000 a year
- Weekend availability
- Remote
- Guest services
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
12d

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Reservations Agent

London Town Group of Companies Ltd
London

Quick apply

Job details

Permanent | Full-time
£25,420 - £29,000 a year
6 hours ago

Benefits

On-site gym
Free flu jabs
Employee discount

Qualifications

Customer service call handling
Hotel and accommodations experience
Inbound customer enquiry call handling
Arranging restaurant reservations
English
Microsoft Office Suite
Hotel guest services experience
Accommodation booking
Organisational skills
Fraud prevention and detection
Guest services
Phone etiquette
ADR
Guest services telephone call handling
Communication skills
Hotel front office operations

Full job description

POSITION TITLE: Reservations Agent

REPORTS TO: Reservations Manager

POSITION SUMMARY:

The Reservations Agent is responsible for handling all reservation enquiries in a professional, courteous and efficient manner while maximising hotel occupancy, Average Daily Rate (ADR) and revenue opportunities. The role requires delivering exceptional customer service throughout the booking journey, ensuring all reservations are processed accurately and in accordance with hotel standards, policies and brand requirements.

The Reservations Agent works closely with the Front Office, Revenue, Sales, Housekeeping and Finance teams to ensure seamless guest experiences and efficient room inventory management.

DUTIES AND RESPONSIBILITIES:

Maintain complete knowledge of and comply with all departmental policies, service procedures, brand standards and hotel operating procedures.
Answer all reservation calls within three rings using the approved reservation greeting and reservation sales script.
Respond promptly to enquiries received via telephone, email, online booking channels and Central Reservation Systems.
Maintain awareness of daily business levels, occupancy forecasts, revenue targets and hotel promotions, focusing on maximising occupancy and room revenue.
Maintain complete knowledge of:
All hotel facilities, services and operating hours.
Guest room categories, layouts, bed configurations, amenities and locations.
Daily room availability and inventory.
Restricted dates, minimum stay requirements and room restrictions.
Current room rates, packages, promotions and special offers.
Corporate agreements, negotiated rates, travel agency contracts and Central Reservation Systems.
Hotel events, functions and local attractions.
Hotel cancellation, guarantee and deposit policies.
Process all reservation requests, amendments and cancellations received via telephone, email, online travel agencies (OTAs), Central Reservations, travel agents and internal departments.
Ensure all reservations are entered accurately into Opera PMS (or equivalent Property Management System) following company procedures.
Verify all reservation details with guests prior to confirming bookings.
Maintain accurate guest profiles and guest history records, ensuring compliance with GDPR and hotel data protection policies.
Handle guest complaints, reservation issues and booking discrepancies professionally, escalating where necessary.
Identify guest needs through effective questioning and recommend the most suitable accommodation options.
Describe room types, hotel facilities, amenities and additional services accurately.
Maximise revenue by upselling room categories, breakfast, parking, packages and other hotel services.
Promote direct bookings whenever appropriate.
Accommodate and record all guest requests and preferences accurately within the Property Management System.
Assist guests with restaurant reservations, transportation arrangements, local information and special requests.
Check availability and suggest suitable alternative dates or room types when requested dates are unavailable.
Explain reservation guarantees, payment requirements, cancellation policies and confirmation procedures.
Arrange airport transfers or transportation requests where applicable and communicate details to relevant departments.
Set up correct billing instructions, payment methods, virtual credit cards, company accounts and direct billing arrangements.
Process advance deposits and refunds in accordance with hotel policy.
Ensure all reservation comments, traces, alerts and guest preferences are accurately recorded for operational departments.
Process manual reservations and ensure they are entered into the Property Management System promptly.
Obtain approval from the Revenue Manager or Duty Manager for same-day reservations during high occupancy or sell-out periods where required.
Process reservation confirmations and correspondence promptly.
Apply the correct travel agency commissions and market segmentation.
Refer all group accommodation, conference and event enquiries to the Sales Department.
Monitor and maintain reservation waitlists and follow up daily.
Process requests for brochures, hotel information and promotional material.
Monitor OTA reservations and identify any duplicate, incorrect or potentially fraudulent bookings.
Assist with maintaining rate integrity and report any pricing or inventory discrepancies.
Compile and maintain daily, weekly and monthly reservation reports.
Complete an effective shift handover, ensuring all outstanding reservations and follow-up actions are communicated.
Support the smooth and efficient operation of the Reservations Department at all times.
Work collaboratively with Front Office, Sales, Revenue Management, Housekeeping and Finance departments.
Maintain confidentiality of all guest information and payment details in accordance with GDPR and company policies.
Comply with all health and safety, fire, security and emergency procedures.
Undertake any other reasonable duties requested by the Reservations Manager or Hotel Management.

SKILLS / QUALIFICATIONS:

Previous experience in a hotel reservations, front office or guest services role.
Experience using Opera PMS, Opera Cloud or an equivalent Property Management System.
Excellent telephone etiquette and customer service skills.
Strong sales and upselling ability with a commercial mindset.
Excellent written and verbal communication skills in English.
Strong organisational skills with excellent attention to detail.
Ability to multitask and prioritise effectively in a fast-paced environment.
Good working knowledge of Microsoft Office applications.
Knowledge of online travel agencies (OTAs), Central Reservation Systems and hotel distribution channels is desirable.
Understanding of hotel revenue management principles is advantageous.
Ability to work independently and as part of a team.
Professional appearance and positive attitude.
Flexible approach to working shifts, weekends and public holidays.
Demonstrates integrity, professionalism and commitment to delivering exceptional guest service at all times.

Pay: £25,420.00-£29,000.00 per year

Benefits:

Employee discount
Free flu jabs
On-site gym

Work Location: In person

Quick apply

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