En - Reservation Agent

Novotel; England; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Training and development

Discount card for Accor hotels

Complimentary stays (Bonus Breaks)

Meals on duty

Uniforms and dry cleaning

Recommend a friend scheme

Employee Advisory Service

Job summary

Novotel is seeking a Reservations Agent to welcome guests and reflect an exceptional arrival experience. You will manage reservations, respond to inquiries, and support front-desk operations to ensure seamless stays.

Key duties include maximising occupancy and rate, handling changes and cancellations, and maintaining accuracy in invoicing and guest communications. Training and staff benefits are provided.

Qualifications

• Guest-focused personality essential.
• Excellent verbal and written communication skills.
• Ability to manage multiple reservations and priorities.
• Attention to detail in bookings and billing.
• Handle changes, cancellations and tricky situations efficiently.
• Understand room rates, discounts, and basic calculations.
• Adapt to occupancy changes and business priorities.

Responsibilities

• Organise and optimise room sales to maximise occupancy and rate.
• Work with Reservation Supervisor to improve department profitability.
• Build excellent relations with customers to foster loyalty.
• Maximise department turnover based on occupancy and price.
• Check invoicing for no-shows and cancellations.
• Respond to guest reviews and extranet messages.
• Assist with spa r sparkle deliveries to rooms and cover reception.
• Perform back-office tasks as required.

Skills

Guest focused

Verbal communication

Written communication

Multi-reservation handling

Attention to detail

Manage cancellations

Rates & discounts

Adaptability

Job description

Job Description

Reservations Agent

You are the beginning of an exceptional guest experience. As a Reservations Agent, you will make our guests feel welcome and reflect the exceptional experience the come when they arrive!

Some of the duties will include:

• being responsible for the organisation and quality of the room sales service by maximising the occupancy rate and the average rate per room


• collaborating closely with the Reservation Supervisor to pursue the highest profitability for the department and the hotel


• establishing excellent relations with all customers, playing an active role in ensuring customers’ loyalty


• maximising turnover of the department based on the occupancy rate and the average price of the rooms


• checking invoicing of \"no-shows\" and cancellations


• replying to guest's reviews and extranet messages


• helping team with creating and delivering sparkles to guests' rooms


• covering reception desk


• back office tasks

Qualifications

Your experience and skills include:

• Guest focused personality is essential


• Excellent verbal and written communication skills


• Ability to manage multiple reservations, prioritise tasks, and meet deadlines.


• Attention to detail


• Ability to handle booking changes, cancellations, complaints, and unexpected situations efficiently


• Understanding room rates, payment details, discounts, and basic calculations


• Ability to adapt to changing guest needs, occupancy levels, and business priorities.

Additional Information

Great talent deserves great rewards so would love to offer you:

• Training and development


• Discount card to be used in Accor hotels worldwide


• Complimentary stays in UK hotels (Bonus Breaks - subject to T&C)


• Meals on duty


• Uniforms and dry cleaning


• Recommend a friend scheme


• Employee Advisory Service

And the list goes on....