Reservation Agent - Maternity Cover

MERCURE; London; On-site; GBP 22,000 - 28,000; Full time

Job summary

A hospitality group in London seeks a Reservation Agent for maternity cover. Responsibilities include managing individual and group reservations, addressing guest needs, and ensuring a delightful guest experience. The ideal candidate is customer-oriented with strong communication skills. Benefits include employee discounts, free meal breaks, health insurance, and opportunities for career growth.

Benefits

Employee benefit card with discounts worldwide

£200 for Employee of the Month

Free meal breaks on duty

Complimentary UK and North Ireland stays

Friends & Family discounts

50% food discounts in restaurants

Pension Scheme

Health Insurance

Qualifications

• Experience in hotel reservations preferred.
• Must possess excellent communication skills.
• Ability to handle guest complaints professionally.

Responsibilities

• Handle individual and group reservations competently.
• Provide friendly service to all guests.
• Coordinate with departments for special requests.

Skills

Customer service

Reservation management

Communication skills

Problem-solving

Job description

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Reservation Agent - Maternity Cover, London

Client: MERCURE

Location: London, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Reference: 75ee14067bfd

Job Views: 11

Posted: 12.08.2025

Expiry Date: 26.09.2025

Job Description:

POSITION OVERVIEW

To deal with all guest enquiries, questions, and requirements for reservations of hotel rooms in a helpful and speedy manner. To support all other departments, especially reception, ensuring that all guests have an enjoyable stay. To be responsible for the day-to-day duties of accepting and entering individual and group reservations. Resolve guest problems and complaints professionally and appropriately.

MAIN RESPONSIBILITIES

Duties

• Responsible for individual reservations.
• Knowledge of the full process of group booking and assisting the team as needed, including management of group blocks relating to inventory, payment, and setup.
• Handle enquiries via email or phone during shifts, communicate immediately, and provide replies or confirmations within a reasonable timeframe.
• Handle issues related to individual reservations such as prepayment, routing, vouchers, etc.
• Prepare group information sheets and brief involved staff prior to group arrivals.
• Ensure accurate reporting and charging of no-shows.
• Process reservations following hotel policies, including FIT and TBR.
• Perform arrival checks and traces.
• Manage payments, cancellations, rooming lists, and terms and conditions.
• Maintain precise filing systems for all reservations and correspondence.
• Make and enter reservations as required, including TBRs.
• Handle guest complaints and enquiries efficiently and professionally.
• Coordinate with other departments for special requests or reservation-related matters.
• Adhere to VIP and complimentary room procedures.
• Implement and update Accor brand and company standards.
• Ensure security and safety procedures are followed.
• Promote a positive team environment.
• Promote the ALL Membership Program.

Customer Relations

• Provide friendly, efficient, and professional service to guests.
• Address guest problems positively; escalate to the Manager on Duty if necessary.
• Actively promote hotel facilities and services.

Note: The company reserves the right to amend this job description as needed.

Additional Information

WHAT IS IN FOR YOU

• Employee benefit card with discounts worldwide
• £5 for any name mention
• £200 for Employee of the Month
• Free meal breaks on duty
• Complimentary UK and North Ireland stays
• Friends & Family discounts
• 50% food discounts in restaurants
• Pension Scheme
• Health Insurance
• Eye Test Vouchers
• Cycle to work Scheme
• Staff Uniforms
• Learning programs via our Academies
• Supportive colleagues
• Opportunities for growth within the company and globally
• Participation in CSR activities like Planet 21

Candidates must have the right to work in the UK.