Luxury Reservations Specialist

Hospitality ON; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

28 days holiday incl. bank holidays

Staff meals on duty

Dry cleaning for uniform

Pension contribution

Life assurance

Employee assistance program

Travel/season ticket loans

Discount rates across properties

Job summary

Raffles London is seeking a Reservations Executive to drive accurate, efficient room reservations with a focus on personalised service. You will handle inquiries, guide guests through room types and facilities, and input data into the reservations system with precision.

You will work to exceed guest expectations, manage modifications and payments, and collaborate across departments to ensure seamless guest experiences, including upselling opportunities within a luxury context.

Qualifications

• Enthusiasm and commitment to delivering the best service.
• Proven track record of delivering high levels of service under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management with ability to multi-task.
• Willingness to contribute to a 24h operational schedule when required.
• Knowledge of Opera and MS Office including Excel.
• Understanding of the luxury sector and Forbes 5* standards.

Responsibilities

• Answer inquiries via phone, email, or online channels promptly and courteously.
• Assist guests in making room reservations and provide information on room types and facilities.
• Input reservation details accurately into the reservation system.
• Process modifications, cancellations, and re-bookings as requested by guests.
• Coordinate with other departments to facilitate complete guest service.
• Exceed guest expectations on a daily basis and maintain professional communication.
• Provide personalized service by anticipating guest needs and preferences.
• Promote upselling and cross-selling to maximize room revenue; offer upgrades and packages.
• Maintain accurate records of reservations and payment details; handle billing inquiries.

Skills

Exceptional communication

Customer service

Time management

Shift flexibility

24h availability

Education

No specific degree required

Tools

Opera

MS Office

Excel

Job description

Raffles London is seeking a Reservations Executive to drive accurate, efficient room reservations with a focus on personalised service. You will handle inquiries, guide guests through room types and facilities, and input data into the reservations system with precision.

You will work to exceed guest expectations, manage modifications and payments, and collaborate across departments to ensure seamless guest experiences, including upselling opportunities within a luxury context.