Central Reservation Agent

The Roseate Reading; Reading; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Employee recognition awards

Meals on duty

Preferential room rates

Job summary

The Roseate Reading is seeking an enthusiastic Central Reservations Agent to join our luxury hotel brand. You will convert enquiries into bookings by phone, email and online channels, owning the guest journey from enquiry to arrival with precision and care.

Proactively upsell rooms and packages, delivering a warm, personalised experience that strengthens loyalty. Knowledge of Opera PMS is a plus; English fluency and strong organisational skills are essential.

Qualifications

• Experience in a similar role within 4/5 star hotel.
• Natural closer who guides guests toward a booking.
• Exceptional communication skills with polished telephone and written manner.
• Highly organised with the ability to juggle multiple priorities.
• Strong command of English; additional languages are a plus.
• Familiarity with Opera PMS preferred.

Responsibilities

• Convert reservation enquiries into confirmed bookings via phone, email, and online channels.
• Own the guest journey from first enquiry to arrival, managing bookings, amendments and billing with precision.
• Proactively upsell room categories, packages, and experiences to maximise revenue.
• Deliver a warm, personalised reservation experience that reflects the brand.
• Maintain expert knowledge of rates, promos, availability and local offerings.
• Support Front of House during peak periods with a sales-driven approach.
• Apply revenue protection policies including no-show and late cancellation charges.

Skills

Customer service

Booking challenges

English proficiency

Organisation

Telephone & written communication

Tools

Opera PMS

Job description

We are looking for an enthusiastic, talented and dedicated Central Reservations Agent to join our luxury hotel brand at The Roseate Reading.

Join Roseate Hotels & Resorts, a boutique luxury hotel collection with properties across the UK and India. Known for its avant-garde design, attentive service and beautifully crafted guest experiences, Roseate blends sophisticated business and leisure hospitality. Each property tells its own story—with bold architecture, bespoke interiors and meticulous detail.

If you thrive on turning enquiries into bookings and know how to make every guest interaction count, we'd love to hear from you.

Key Responsibilities:

• Convert reservation enquiries into confirmed bookings through confident, consultative selling — by phone, email, and online channels.
• Own the guest journey from first enquiry to arrival, managing bookings, amendments, and billing with precision and care.
• Proactively upsell room categories, packages, and ancillary experiences to maximise revenue per booking.
• Deliver a warm, personalised reservation experience that reflects our brand and builds guest loyalty from the very first touchpoint.
• Maintain expert knowledge of rates, promotions, availability, and local offerings to confidently recommend and close.
• Support the Front of House team during peak periods, bringing the same sales-driven mindset to every guest interaction.
• Apply revenue protection policies including no-show and late cancellation charges as required.

Requirements:

• Experience in a similar role within 4/5 star Hotel
• A natural closer — you see every enquiry as an opportunity and know how to guide a guest towards a booking.
• Exceptional communication skills with a polished, engaging telephone and written manner.
• Highly organised with the ability to juggle multiple priorities without dropping the detail.
• Strong command of English; additional languages are a plus.
• Familiarity with Opera PMS preferred.

Package benefits:

• Additional holiday day off for your child first day at primary school
• Recognition for every year of service anniversary including complimentary stay and additional holiday day after 3rd year of service
• Employee Assistance Program
• Meals on duty
• Provision and laundry of uniform
• Employee recognition awards
• Performance review and personal development plan
• Internal transfer and promotion opportunities
• Support in the development of your career
• Preferential room rates within the hotel group for yourself and family & friends

You must be eligible to live and work in the UK to apply for this position and be in possession of a current work visa. In line with the requirements set by the Asylum and Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of the eligibility will be required from candidates as part of the recruitment process.

Compensation: To be discussed