Luxury Reservations Specialist | Upsell & Guest Experience

Steyn Group; Bridport; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Enhanced Pension Scheme

Private Medical Insurance

Private Dental Insurance

Bonus Scheme

Annual Performance Review

Job summary

Louma Country Hotel in Bridport is seeking a Reservations Agent to lead the bookings process, manage availability, and communicate clearly with guests from enquiry to post-booking. You will upsell experiences and ensure a seamless guest journey across channels.

You will use CRM and property management systems, adhere to GDPR and SOPs, and coordinate with hotel departments to deliver exceptional service. Weekend/evening availability is required.

Qualifications

• Proficiency with CRM/property management systems and Microsoft Office.
• Basic accounting knowledge and accuracy in data handling.
• Knowledge of fire safety procedures and regulation adherence.

Responsibilities

• Respond to guest enquiries and bookings via phone, email, or channels and convert to bookings.
• Maintain availability, rates, and listings across systems per guidance.
• Communicate pre-arrival details, VIP status, and special requests to relevant teams.
• Generate reservation reports and suggest system/process improvements.
• Promote experiences, upsell upgrades, packages, spa, and dining.
• Follow health, safety, and GDPR SOPs and ensure data security.
• Support sales/marketing with market info on pricing and services.
• Flexibility to work weekends/evenings and maintain professional demeanor.

Skills

CRM/Property mgmt systems

Microsoft Office

Basic accounting

Fire safety

Education

First Aid at Work

Basic Food Hygiene

Tools

Channel managers

Online travel agents

Job description

Louma Country Hotel in Bridport is seeking a Reservations Agent to lead the bookings process, manage availability, and communicate clearly with guests from enquiry to post-booking. You will upsell experiences and ensure a seamless guest journey across channels.

You will use CRM and property management systems, adhere to GDPR and SOPs, and coordinate with hotel departments to deliver exceptional service. Weekend/evening availability is required.