Reservation & Guest Experience Specialist

AB Boutique Hotels Ltd; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Flexible working options considered

Supportive team culture

Growth opportunities

Celebration culture

Job summary

AB Boutique Hotels Ltd in Croydon is seeking a Reservation & Guest Experience Specialist to join our central reservations team. Based at Selsdon, Croydon, this full-time role (part-time considered) focuses on crafting memorable guest journeys across our hotels, spa, and dining experiences.

You will manage multi-channel reservations, deliver outstanding guest service, and collaborate with hotel operations to maximise revenue and ensure smooth handovers across the group.

Qualifications

• Minimum 2 years’ experience within a hotel or accommodation environment.
• Strong understanding of reservations and guest service standards.
• Excellent communication skills with a personal touch in every conversation.

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 genuine value to guests.
• Build strong relationships with guests, agents, and third‑party partners.
• Communicate with hotel operations teams to ensure smooth guest handovers.

Skills

Guest service

Communication

Multitasking

Problem solving

Teamwork

Hospitality knowledge

Tools

Reservation systems

Hotel systems

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.