Reservation Agent — Guest Experience & Upsell

The Lifestyle Group; Newport; On-site; GBP 19,000 - 26,000; Full time

Job summary

The Lifestyle Group is seeking a Reservation Agent to be the first point of contact for guests booking their stay. You will handle reservations via phone, email and booking platforms with a friendly, energetic, service-focused approach.

You will enter, update and manage bookings in the property management system, upsell rooms and experiences, and coordinate with Front Office and Revenue teams to ensure seamless operations while maintaining clear, professional guest communication.

Qualifications

• Previous experience in reservations or front office is a strong asset.
• Fluent in English; additional languages are an advantage.
• Able to work flexible hours, including weekends and holidays.
• Excellent telephone etiquette and communication skills.
• Organised, accurate, and customer-focused.
• Familiarity with PMS/CRS software is a plus.

Responsibilities

• Handle all guest reservation inquiries via phone, email, and booking platforms
• Enter, update, and manage bookings in the property management system
• Upsell rooms, packages, and hotel experiences where applicable
• Provide accurate information on rates, availability, services, and promotions
• Coordinate closely with Front Office and Revenue teams to ensure seamless operations
• Maintain clear and professional communication with all guests
• Assist in managing online reservation systems and OTA communications
• Follow all reservation procedures and data privacy standards

Skills

Customer service

Phone etiquette

Communication skills

Organised

Attention to detail

Fluent in English

Tools

PMS/CRS software

Job description

The Lifestyle Group is seeking a Reservation Agent to be the first point of contact for guests booking their stay. You will handle reservations via phone, email and booking platforms with a friendly, energetic, service-focused approach.

You will enter, update and manage bookings in the property management system, upsell rooms and experiences, and coordinate with Front Office and Revenue teams to ensure seamless operations while maintaining clear, professional guest communication.