Cluster Reservations Agent

Crimson Hotels Group; Greater London; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Discounted stays

Free meal on duty

Birthday day off

Team member discounts

Health benefits

EAP & wellbeing

Learning & development

Recognition programs

Job summary

Crimson Hotels Group, in partnership with DoubleTree by Hilton London - West End, seeks a Cluster Reservations Agent. You will be the first line of enquiry for room reservations across our Hilton-branded properties, delivering outstanding service, options, and solutions to meet guest needs.

The role focuses on converting inquiries, developing sales leads, and ensuring every booking aligns with brand standards, with a professional telephone manner and meticulous administration.

Qualifications

• Experience in reservations or front desk in a hotel environment is preferred.
• Strong communication and telephone skills are essential.
• Ability to work effectively in a fast-paced setting and manage multiple inquiries.

Responsibilities

• Convert inquiries into contracted business quickly and accurately.
• Respond to sales inquiries and develop future sales leads.
• Identify sales opportunities and maintain professional communications with customers.
• Ensure reservations are completed accurately and meet Guest expectations.
• Provide prompt, courteous service while upholding the hotel's brand standards.

Skills

Customer service

Phone etiquette

Communication

Administrative skills

Organisational skills

Proactive approach

Education

High school diploma or equivalent

Tools

MS Office Suite

CRM software

PMS systems

Job description

About Us

Crimson Hotels is an independent hotel group dedicated to making every travel experience seamless, relaxing, and memorable. Our properties operate under two major brands, Hilton and IHG, offering trusted, world-class service. All our hotels are proudly Green Key Accredited, reflecting our commitment to sustainability.

Why join Crimson Hotels- We believe great people deserve great perks:

• Discounted stays around the world
• Free meal on duty + unlimited hot drinks
• Paid day off for your Birthday
• Team member discounts
• Health Benefit schemes
• Employee Assistance Programme and wellbeing initiatives
• Learning and development opportunities for career progression
• Recognition and reward schemes

Our Values

Wecaredeeply about our people and communities,empowereach other to grow and succeed, embraceinclusivitycreating a welcoming environment for all,innovateto continuously improve, and remainsustainableto protect our future.

As part of the Crimson Hotels Group, you will join the team of DoubleTree by Hilton London - West End which is a 275-room hotel is perfect for business or leisure stays. Our three meeting rooms accommodate up to 120 guests, ideal for corporate events, private dinners, and social gatherings.

What will I be doing?

As the Cluster Reservation Agent, you will serve as the first line of enquiry for room reservations within the hotels. A Cluster Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Cluster Reservations Agent will perform the following tasks to the highest standards:

• Convert, quickly, enquiries into contracted business
• Respond, positively, to sales enquiries to develop future sales leads
• Identify sales leads, as appropriate
• Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectation
• Provide prompt and efficient service while maintaining the hotels brand standards

What are we looking for?

A Cluster Reservations Agent serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• A passion for delivering great customer service
• A highly professional telephone manner and excellent communication skills
• Outstanding administration and organisational skills
• Intermediate computer proficiency
• Strong attention to detail and ability to work under pressure in a fast-paced environment
• A proactive and dynamic individual with a passion for delivering extraordinary events and exceptional service.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a Reservations environment
• Previous hotel reception experience, ideally with a Hilton brand

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

We embrace inclusivity, which means creating an environment where we celebrate our differences and everybody's contributions, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief.