Reservation Agent

BOXPARK; Greater London; On-site; GBP 27,000; Full time

Job summary

A prestigious hotel group in Greater London is seeking a Reservations Agent to join its five-star team. This full-time position requires exceptional communication skills and attention to detail as you assist guests with reservations across luxury properties. You will have a vital role in creating a great first impression. The company offers a competitive salary with various benefits like holidays, discounts, and professional development opportunities.

Benefits

Holiday allowance starting at 20 days

Professional development opportunities

50% off on food at hotels

Discounted accommodation rates

Two paid volunteering days annually

Qualifications

• Previous experience in reservations or front desk roles in hospitality.
• Warm, confident, guest-focused attitude.
• Ability to work under pressure.

Responsibilities

• Assist with reservation requests and confirmations.
• Understand pricing and promotions to meet guest expectations.
• Sell and process room reservations and handle guest feedback.

Skills

Exceptional communication skills

Attention to detail

Multitasking ability

Guest-focused attitude

Tools

Opera

Microsoft Office

Job description

Reservations Agent ***Award winning hotel collection***

Incredible benefits

We are currently seeking a confident and service-oriented Reservations Agent to join our prestigious five-star team. This full‑time position is perfect for someone with exceptional communication skills, a keen eye for detail, and a genuine passion for delivering outstanding guest service. As the first point of contact for our guests, you will play a vital role in creating a lasting first impression while assisting with room bookings across our nine luxury properties located in London, Dorset, and Edinburgh.

Location: London, Victoria

Employment type: Full-time

Working pattern: 40 Hours per week - Our office is open 7 days a week from 8am to 9pm. Team members work 5 days per week on a rotational basis, which will include weekends and Bank Holidays.

Salary: £26,310 annually + uncapped commission once probation has passed

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 proud in our commitment to developing our own and were honoured to have won for the third time a Princess Royal Training Award (2017, 2020, 2023) by HRH The Princess Royal and City & Guilds and proud to be the first privately owned company retaining its Platinum Investors in People accolade globally. To further enhance our standing we have won Top Employer (2024) for the United Kingdom which certified 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 with enquiries about the hotel 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 with test calls which take place monthly (incentivised 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.
• Perform reservation check reports, ensuring to double check any bookings made by yourself.

What are we looking for?

• Previous experience in a reservation, call centre, or front desk role within a hotel or hospitality environment.
• 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, SynXis, or similar).
• Ability to multitask and prioritise in a fast‑paced setting.
• A team player who takes initiative and remains calm under pressure.

What's in it for you?

• Holiday allowance starting at 20 days and increasing with length of service up to 27 days + 8 bank holidays.
• 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 leave & paternity leave.
• 50% off on food and 25% off on 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.
• Global Employee Appreciation Party, where we get to celebrate our incredible teams.

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

We electronically scan and store a copy of your passport/visa and/or ID card to gain a clear indication of the authenticity of the document and establish the ‘Right to Work’ in the UK.