We are seeking a detail-oriented and customer-focused Full-Time Reservation Agent to join our dynamic team. In this hybrid role, you will be responsible for managing reservations, assisting guests with inquiries, and ensuring a smooth booking process.
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Key Responsibilities
* Handle incoming reservation requests and modify existing bookings through phone, email, and online platforms.
* Ensure accurate data entry across booking systems and third-party platforms (OTAs).
* Liaise with internal teams to coordinate guest requests, check-ins, and special arrangements.
* Provide prompt and professional communication to guests, ensuring an excellent pre-arrival experience.
* Work within our Property Management System (Mews) and guest messaging platform (Akia) to manage booking records and guest interactions.
* Assist with reporting, invoicing, and general reservation administration
* Support a rotating roster including weekends and public holidays as needed
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About You
You'll excel in this role if you:
* Have previous experience in a hotel, serviced apartment, or front-office reservation role.
* Have a strong focus on providing exceptional customer service, always aiming to deliver a personalised and positive experience for every guest.
* Have a good understanding of B2B sales and are confident in developing and maintaining relationships with corporate clients.
* Experience in using Mews (PMS) and Akia (guest communication platform) is desirable.
* Have familiarity with OTA platforms (e.g.,, Expedia, Airbnb).
* Are a strong communicator, both written and verbal, with the ability to handle guest inquiries and issues professionally.
* Have a keen attention to detail and can manage multiple tasks efficiently.
* Are comfortable working with rotating shifts, including weekends and public holidays.
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What We Offer
* Flexible Work Environment: Hybrid work model with mix of in office and work from home days.
* Professional Development: Opportunities for growth and advancement within the company.
* Collaborative Team Culture: Join a supportive and dynamic team dedicated to delivering exceptional guest experiences.
* Heavily Discounted Friends & Family Rates: Enjoy exclusive discounts across our full portfolio, making it easy to share unforgettable experiences with your loved ones.
* Complimentary Staff Stays: Experience our brand firsthand with complimentary stays at select properties.
* Comprehensive Training: We provide all the training you need to succeed and feel confident in your role.
* Employee Recognition Programs: Your hard work doesn't go unnoticed, we celebrate achievements big and small.
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How to Apply
If you are passionate about hospitality and customer service, and meet the qualifications outlined above, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience to or hit 'apply now'.
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We value diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.