Reservationist

TN United Kingdom; Essex; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a dedicated Hotel Reservationist for maternity cover. This role involves taking bookings and resolving queries via phone, ensuring guests receive exceptional service. With a focus on upselling and effective communication, you'll play a vital role in enhancing guest experiences. Join a rapidly growing hotel group that values its staff and offers significant benefits, including discounts on stays and training opportunities. If you're passionate about hospitality and eager to make a difference, this is the perfect opportunity for you.

Benefits

Significant discounts on restaurants and hotel stays

Access to wages as you earn

Access to supermarket and retail discounts

Training and development opportunities

Bike to Work scheme

Increasing annual leave

Employee Assistance Programme

Qualifications

• Experience in a customer-facing role with strong communication skills.
• Ability to work methodically and document changes accurately.

Responsibilities

• Taking bookings over the telephone and resolving guest queries.
• Upselling services and ensuring a positive guest experience.

Skills

Excellent telephone manner

Experience with booking systems

Upselling skills

Ability to resolve queries

Confidence using online booking engines

Tools

Guestline

Rezlynx

Outlook

Job description

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Do you have a great phone manner and love talking to people? Can you help people solve problems? Are you confident and accurate making bookings online?

We are looking for a full-time Hotel Reservationist (Maternity cover, up to 12 months) to take bookings over the telephone, guiding our guests and clients through their queries as first contact resolution.

The centralised reservations team works from our office near Ardleigh interchange—just outside Colchester, close to the A12/A120 junction.

Surya Hotels owns and operates 13 hotels and bars throughout East Anglia and Surrey. You might be familiar with The George Hotel in Colchester City Centre, The Mill in Sudbury, and Kingscliff in Holland-on-Sea, for example.

Reservationists will need:

• Excellent telephone manner—positive, understanding, and naturally curious
• Experience with booking systems—preferably Guestline/Rezlynx—checking guests in/out, taking and amending bookings
• Ability to resolve queries, work methodically, and document changes
• Upselling skills—being a natural salesperson—always making the most of subtle sales opportunities
• Desire to learn and upskill—learn more and act with initiative
• Understanding of phone-based work—while not a call centre, 85% of the work involves taking calls to resolve booking queries on our web-based booking systems
• Confidence using online booking engines, Outlook, and other web-based systems

The shift patterns will cover various times across opening hours: 8-8 Monday to Friday, 9-3 Saturdays. Reservationists should be available to work a combination of shifts.

*This is a maternity cover role, up to 12 months, which may be extended**

In return for your passion to assist guests as a Reservationist, we offer:

• Significant discounts on restaurants and hotel stays within the group—up to 50% off!
• Access to wages as you earn, or make savings through our Wagestream facility—offering financial education via webinars and health checks
• Access to supermarket and retail discounts
• Training and development opportunities, including recognized qualifications and potential promotion across the Group
• Bike to Work scheme
• Increasing annual leave
• Free, confidential 24/7 support through our Employee Assistance Programme for you and your family

Surya Hotels is one of the UK’s leading niche hotel groups, with a rapidly expanding portfolio of outstanding properties situated in some of the UK’s most idyllic settings—from historic Suffolk and Norfolk towns, Essex city or coastal resorts, to picturesque Surrey & Hertfordshire villages.

Our hospitality family embodies a ‘best in class’ ethos to exceed guest expectations—creating experiences that embrace our heritage locations, our people, and the communities we serve.

We aim to deliver consistently excellent experiences with personality and warmth—from our warm welcome to our ‘See-you-again-soon’ goodbye.

Stay. Explore. Discover.