Hotel Reservations Agent

MCR National Homes Ltd; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Company pension

Holiday entitlement

Career progression

Training & development

Employee recognition

Job summary

The Kensington Collection & SafeStay Holland Park is seeking a Hotel Reservations Agent to maximise occupancy and revenue across its properties.

You will handle reservations via phone, email and online channels, upsell packages, and ensure accurate bookings in the PMS while collaborating with front office, revenue management and housekeeping to deliver exceptional guest experiences.

Permanent, full-time role with 9:00-17:30 hours and 40 hours per week.

Qualifications

• Minimum 2 years' experience in hotel reservations.
• Experience using a hotel PMS.
• Experience working with OTAs.
• Excellent telephone manner.
• Good Microsoft Office skills.

Responsibilities

• Manage reservations via telephone, email and online channels.
• Process bookings accurately within agreed response times.
• Upsell room categories, breakfast packages and additional services.
• Maximise occupancy and revenue opportunities.
• Ensure reservations are entered into the PMS accurately.

Skills

Excellent communication

Customer service

Attention to detail

Numerical skills

Organisational skills

Written English

Tools

Guestline PMS

Channel Manager

Booking Engine

Microsoft Office

Outlook

Excel

Payment Gateways

Job description

Hotel Reservations Agent

Location: The Kensington Collection & SafeStay Holland Park

Reports To: Revenue & Reservations Manager / Cluster General Manager

Salary: £28,000 – £34,000 per annum

Duration: Permanent - Full time, 40 hours per week 9:00-5:30

Job Purpose

The Hotel Reservations Agent is responsible for maximising accommodation revenue across all properties by handling reservations efficiently, delivering exceptional customer service and ensuring the highest level of booking accuracy.

The role supports both The Kensington Collection and SafeStay Holland Park, managing hotel rooms, serviced apartments and hostel accommodation through various booking channels while maintaining excellent communication with guests, reception teams and revenue management.

Key Responsibilities

Reservations

• Manage all reservations via telephone, email and online channels.
• Process bookings accurately within agreed response times.
• Convert enquiries into confirmed bookings.
• Upsell room categories, breakfast packages and additional services.
• Maximise occupancy and revenue opportunities.
• Ensure all reservations are entered accurately into the PMS.
• Monitor arrivals, departures and availability daily.

Revenue Management Support

• Assist with daily rate loading where required.
• Monitor occupancy and booking pace.
• Identify high-demand periods.
• Report unusual booking patterns.
• Support revenue strategy implementation.
• Assist with overbooking management.
• Ensure rate parity across all channels.

OTA Management

Manage reservations received from:

• Booking.com
• Expedia
• Agoda
• Hotels.com
• Hostelworld
• Google Hotel Listings
• Direct Website Bookings
• Telephone Reservations
• Corporate Accounts
• Travel Agents
• Group Bookings

Guest Service

• Respond promptly to guest enquiries.
• Handle amendments and cancellations.
• Manage special requests.
• Resolve reservation issues professionally.
• Build strong relationships with repeat guests.

Property Coordination

Work closely with:

• Front Office
• Housekeeping
• Revenue Manager
• Sales Team
• Finance Department
• General Managers

to ensure accurate room availability and smooth guest arrivals.

Administration

• Maintain reservation records.
• Produce daily arrival reports.
• Process deposits and prepayments.
• Issue confirmations.
• Verify payment details.
• Maintain guest profiles.
• Ensure GDPR compliance.

Systems Experience

Experience with the following is desirable:

• Guestline PMS
• Channel Manager
• Booking Engine
• Microsoft Office
• Outlook
• Excel
• Payment Gateways

Knowledge & Skills

• Excellent communication skills
• Strong customer service focus
• Attention to detail
• Ability to work under pressure
• Commercial awareness
• Good organisational skills
• Strong numerical skills
• Excellent written English
• Positive and professional attitude

Experience Required

Essential

• Minimum 2 years' experience in hotel reservations.
• Experience using a hotel PMS.
• Experience working with OTAs.
• Excellent telephone manner.
• Good Microsoft Office skills.

Working Hours

• 40 hours per week.
• Monday to Friday (9.00 to 17.30)

Benefits

• Competitive salary.
• Company pension.
• Holiday entitlement.
• Career progression opportunities.
• Training and development.
• Employee recognition programmes.