Reservations Coordinator

Exclusive Hotels; Horsham; On-site; AUD 48,000 - 69,000; Full time

Benefits offered by this job

Staff discounts

Free meals on duty

Gym access

Wellbeing resources

Hospitality perks

Career growth

Job summary

South Lodge, part of the Exclusive Collection, is a luxury country house hotel set within 93 acres of stunning Sussex countryside. We are looking for a motivated Reservations Coordinator to support our Sales and Guest Experience teams, converting enquiries into bookings and ensuring every guest's journey begins with outstanding service.

As part of Exclusive Collection, you’ll enjoy great room rates, on-site gym access, dining discounts, free meals on duty, wellbeing resources and career

Qualifications

• Experience in luxury hotel reservations, sales or guest services.
• Ability to upsell and maximise revenue.
• Strong communication and interpersonal skills.
• Proficiency with hotel reservation systems and MS Office.
• Organised with attention to detail and multi-tasking.

Responsibilities

• Respond to reservation enquiries via phone, email and online channels with personalised service.
• Convert leisure enquiries into bookings and identify upsell opportunities.
• Maintain accurate reservation records and confirmations.
• Collaborate with Sales and Guest Experience to drive revenue.
• Anticipate guest needs and uphold South Lodge and Exclusive Collection standards.

Skills

Luxury hospitality experience

Reservation systems

Customer service

Communication skills

Tools

Hotel reservation systems

MS Office

Job description

Shape Memorable Guest Experiences at South Lodge

South Lodge, part of the Exclusive Collection, is a luxury country house hotel set within 93 acres of stunning Sussex countryside. Home to award-winning dining, a world-class spa, and breathtaking views of the South Downs, South Lodge combines exceptional hospitality with unique experiences, creating memorable stays for every guest.

We are looking for a motivated and guest-focused Reservations Coordinator to support our Sales and Guest Experience teams, converting enquiries into bookings and ensuring every guest's journey begins with outstanding service.

At South Lodge, we believe in rewarding our team for their passion and dedication. As a Reservations Coordinator, you'll enjoy:

• Great rates for stays across all our hotels and 50% discount on Food & Beverage dining


• Free meals while on duty


• Free access to the on-site gym and parking


• Access to our Employee Assistance Programme and wellbeing resources


• Exclusive discounts and perks through Hospitality Essentials


• Opportunities for growth, learning, and internal movement within the Exclusive Collection

Key Responsibilities

Our Reservations Coordinator will:

• Manage and respond to all reservation enquiries via phone, email and online channels, ensuring a timely, professional and personalised service.


• Maximise revenue by converting leisure enquiries into bookings and proactively identifying upselling opportunities, including room upgrades and additional guest experiences.


• Maintain accurate reservation records, correspondence and confirmations, ensuring all guest information is entered correctly and efficiently.


• Work closely with the Sales and Guest Experience teams to identify revenue opportunities, share leads and deliver a seamless guest journey from enquiry to arrival.


• Anticipate guest needs and provide exceptional service, ensuring every interaction reflects the standards and values of South Lodge and Exclusive Collection.

Person Specification

You’ll be a passionate, organised and commercially aware hospitality professional who enjoys creating exceptional guest experiences. Our Reservations Coordinator will have:

• Previous experience in a luxury hotel reservations, sales or guest services environment.


• A passion for delivering exceptional guest experiences, with a positive, service-focused approach.


• Strong knowledge of the luxury hospitality market and an awareness of current industry trends and competitors.


• Excellent communication and interpersonal skills, with the confidence to build relationships across all levels of the business.


• Strong organisational skills and attention to detail, with the ability to manage multiple enquiries and priorities effectively.


• A proactive and commercially minded approach, with experience identifying sales opportunities and maximising revenue.


• Proficiency in hotel reservation systems and Microsoft Office applications.


• The ability to work collaboratively as part of a team while also managing responsibilities independently.

Please note that this role requires flexibility to work five days out of seven, between Monday and Sunday, with weekend working forming a regular and essential part of the role.

Why Exclusive Collection?

We are a certified B Corp committed to sustainability, responsible business and creating a positive impact for our people, communities and environment. We foster a culture where talented individuals can thrive, develop and build rewarding careers.

As an equal opportunities employer, we welcome applications from all individuals with the right to work in the UK. Should you require any reasonable adjustments during the recruitment process, please let us know.

If you're a passionate Reservations professional who enjoys building relationships, creating exceptional first impressions and turning enquiries into bookings, we'd love to hear from you.