Reservation & Guest Experience Specialist

AB Boutique Hotels Ltd; Croydon; On-site; GBP 26,000 - 34,000; Part time

Benefits offered by this job

Competitive salary

Flexible working options considered

Job summary

AB Boutique Hotels Ltd. in Croydon is seeking a Reservation & Guest Experience Specialist to join our central reservations team. Based at Selsdon, you will manage bookings across hotels, spa, and dining, delivering exceptional guest service and driving revenue growth.

You’ll work with a proactive, warm approach, coordinating with guests, agents, and hotel operations to ensure a smooth, personalised experience. Flexible options and a competitive salary are offered.

Qualifications

• Minimum 2 years' experience in hotel reservations or guest services.
• Excellent communication and multitasking abilities.
• Strong knowledge of reservations principles and guest service standards.

Responsibilities

• Manage accommodation, spa, and dining reservations across multiple platforms.
• Deliver exceptional guest service through phone, email, and online inquiries.
• Identify opportunities to maximise revenue while delivering value to guests.
• Build relationships with guests, agents, and third-party partners.
• Coordinate with hotel operations teams for seamless guest handovers.
• Resolve guest concerns quickly, professionally, and proactively.
• Support forecasting accuracy through timely system updates.
• Contribute ideas to continually improve guest experience and team performance.

Skills

Guest service

Reservations systems

Communication skills

Attention to detail

Teamwork

Problem solving

Tools

Hotel PMS

Job description

Based at Selsdon, Croydon | Full-Time (Part-Time Considered)
Are you passionate about creating memorable guest experiences from the very first interaction? Do you thrive in a fast-paced hospitality environment where no two days are the same?

We are looking for a confident, organised, and guest-focused Reservation & Guest Experience Specialist to join our growing central reservations team. This is an exciting opportunity to play a key role in shaping the guest journey across our hotels, spa, and dining experiences.

With 6 hotels in the group and more in the pipeline and as one of the first points of contact for our guests there will be plenty of opportunity to help create a seamless and personalised booking experience while supporting revenue growth and operational excellence across the group.

What You’ll Be Doing

• Managing accommodation, spa, and dining reservations across multiple platforms
• Delivering exceptional guest service through phone, email, and online enquiries
• Identifying opportunities to maximise revenue while providing genuine value to guests
• Building strong relationships with guests, agents, and third-party partners
• Communicating effectively with hotel operations teams to ensure smooth guest handovers
• Resolving guest concerns quickly, professionally, and proactively
• Supporting forecasting accuracy through timely system updates
• Contributing ideas to continuously improve guest experience and team performance

What We’re Looking For

We’re seeking someone who is naturally warm, proactive, and commercially aware, with a genuine passion for hospitality.

You will ideally have:

• Minimum 2 years’ experience within a hotel or accommodation environment
• Strong understanding of reservations and guest service standards
• Excellent communication skills with a natural ability to make every conversation as individual as you.
• High attention to detail and ability to multitask
• Confidence using reservation and hotel systems
• A collaborative and positive approach to teamwork
• The ability to think quickly and solve problems calmly
• A passion for delivering memorable guest experiences

Experience across wider hotel operations or spa operations would be an advantage.

Why Join Us?

• Be part of a supportive and collaborative hospitality team
• Work in an environment where your ideas and contributions matter
• Opportunity to grow and develop your hospitality career
• Competitive salary
• Flexible working options considered
• A culture built around anticipation, teamwork, excellence, fun, and celebration

If you love hospitality, enjoy helping people, and want to be part of a growing business focused on exceptional guest experiences, we’d love to hear from you.