Guest Experience Architect (Reservations)

AB Boutique Hotels Ltd; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Flexible working options considered

Supportive team culture

Growth opportunities

Celebration culture

Job summary

AB Boutique Hotels Ltd in Croydon is seeking a Reservation & Guest Experience Specialist to join our central reservations team. Based at Selsdon, Croydon, this full-time role (part-time considered) focuses on crafting memorable guest journeys across our hotels, spa, and dining experiences.

You will manage multi-channel reservations, deliver outstanding guest service, and collaborate with hotel operations to maximise revenue and ensure smooth handovers across the group.

Qualifications

• Minimum 2 years’ experience within a hotel or accommodation environment.
• Strong understanding of reservations and guest service standards.
• Excellent communication skills with a personal touch in every conversation.

Responsibilities

• Manage accommodation, spa, and dining reservations across multiple platforms.
• Deliver exceptional guest service through phone, email, and online inquiries.
• Identify opportunities to maximise revenue while delivering genuine value to guests.
• Build strong relationships with guests, agents, and third‑party partners.
• Communicate with hotel operations teams to ensure smooth guest handovers.

Skills

Guest service

Communication

Multitasking

Problem solving

Teamwork

Hospitality knowledge

Tools

Reservation systems

Hotel systems

Job description

AB Boutique Hotels Ltd in Croydon is seeking a Reservation & Guest Experience Specialist to join our central reservations team. Based at Selsdon, Croydon, this full-time role (part-time considered) focuses on crafting memorable guest journeys across our hotels, spa, and dining experiences.

You will manage multi-channel reservations, deliver outstanding guest service, and collaborate with hotel operations to maximise revenue and ensure smooth handovers across the group.