Reservation Agent

Reservations Agent - Award Winning Hotel Collection

Incredible benefits

Red Carnation Hotels is looking for a Reservations Agent to join the Central Reservations team and look after 6 hotels in London, 2 in Dorset, and 1 in Edinburgh. We are looking for someone with similar previous experience, excellent communication skills, and strong attention to detail while being able to multitask. This position has excellent progression opportunities and would be suited to someone with an enthusiastic personality and can-do attitude. This position is based at the Rubens at the Palace Hotel, a 5 min walk from London Victoria train and tube station.

Location: The Rubens at the Palace Hotel, London

Employment type: Full time, 40 hours per week

Working pattern: Monday to Friday, working approximately 1 weekend per month (days off during the week)

Salary: £25,795 + uncapped commission

Red Carnation Hotel Collection is a family-owned hotelier business with 18 stunning properties all over the world.

We are proud to be AA's Hotel Group of the Year (2024)! We have won numerous awards such as Best Employer (2023) and Sustainable Business (2023) at The Cateys. We are committed to developing our staff and have won the Princess Royal Training Award (2017, 2020, 2023) by HRH The Princess Royal and City & Guilds, and we are proud to be the first privately owned company retaining its Platinum Investors in People accolade globally. We have also won Top Employer (2024) for the United Kingdom, certifying our excellence in employee conditions.

Key Responsibilities as a Reservations Agent:

• 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 regarding hotel inquiries 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 in test calls that take place monthly (incentivized 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.
• Check reservation reports, ensuring to double-check any bookings made by yourself.

What are we looking for?

• Strong communication skills with the ability to communicate clearly and professionally with guests over the phone and via email.
• Accuracy in managing bookings, handling guest requests, and updating reservation systems.
• Ability to juggle multiple tasks efficiently while maintaining a high level of customer service.
• A can-do approach with a proactive and enthusiastic personality, eager to contribute to team success and exceed guest expectations.
• Preferably prior experience in a reservations or customer service role, ideally within the hospitality industry.

What's in it for you?

• Holiday allowance starting at 20 days, increasing with length of service up to 27 days + 8 bank holidays.
• Uncapped incentives.
• 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 and paternity leave.
• 50% off food and 25% off 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.
• Vibrant hotel recognition events every month and hotel-based incentives (Employee of the Month / Manager of the Quarter).
• Social and team-building events per hotel.
• Global Employee Appreciation Party, where we celebrate our incredible teams.
• Free meals on duty.

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