Reservationist

LGH Hotels Management Ltd; West Drayton; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Employee discounts on bedroom rates

IHG employee room benefit programme

Shopping discounts

Eye care

Free meals on duty

Free parking

Job summary

LGH Hotels Management Ltd. is seeking a Reservationist for Holiday Inn London Heathrow M4J4, located near Heathrow. You will handle phone and email enquiries, process reservations, and ensure guests feel heard and valued.

Work closely with housekeeping and front office to align bookings with operations, maintain up-to-date records, resolve guest questions with empathy, upsell services, and produce routine reservation and revenue reports. Training and career development available.

Responsibilities

• Answer phone and email enquiries in a calm, friendly and professional manner
• Process reservations accurately using the hotel system
• Provide excellent service and ensure guests feel listened to and valued
• Coordinate with Housekeeping and Front Office on availability and needs
• Maintain up-to-date reservation records and handle amendments/cancellations
• Upsell hotel services and amenities in a guest-focused way
• Produce reservation and revenue reports as required
• Stay up to date with industry trends and best practices

Job description

Holiday Inn London – Heathrow M4,jct.4

The Opportunity

We’re looking for a skilled and enthusiastic Reservationist to join our team and play a vital role in shaping each guest’s journey — long before they arrive at the hotel.

What You’ll Be Responsible For

• Answering phone and email enquiries in a calm, friendly and professional manner
• Accurately processing reservations using the hotel’s reservation management system
• Providing consistently excellent customer service, ensuring guests feel listened to and valued
• Working closely with Housekeeping and Front Office to ensure reservations are aligned with operational needs
• Maintaining accurate, up‑to‑date records for all reservations, amendments and cancellations
• Handling guest queries or concerns with empathy, resolving issues efficiently and confidently
• Upselling hotel services and amenities in a natural, guest‑focused way
• Producing reservation and revenue reports as required
• Staying up to date with industry trends, systems and best practice

Benefits

• Our enviable employee discounts on bedroom rates across the LGH hotel portfolio.
• Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).
• Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Eye care
• Free legal & money advice
• Counseling sessions
• Hospital & death benefit plans
• Cycle to work scheme
• Wellbeing tips and support fitness videos
• Recipe ideas
• Advice on keeping active and healthy living
• Wellbeing podcasts and tv
• Breathing exercises
• 24/7 advice and support line
• Team reward & recognition
• Free meals on duty
• Free parking

Who This Role Is For

• Enjoys helping people and takes pride in creating positive experiences
• Communicates clearly, warmly and confidently — whether on the phone or by email
• Feels most comfortable when things are organised, accurate and well‑structured
• Thrives in a busy environment and enjoys the satisfaction of getting things right first time
• Understands that behind every booking is a real person with expectations and emotions
• Likes to use their initiative while working within clear processes and guidelines
• Feels motivated by targets and results, but never at the expense of service quality

If you’re someone who gains genuine satisfaction from supporting guests, being part of a collaborative team and playing a meaningful role in the smooth running of a hotel, this could be an ideal opportunity.

Hotel

Perfectly positioned moments from Heathrow Airport and with excellent links into Central London, Holiday Inn London Heathrow M4J4 is set to make an exciting return in September 2026. Following an extensive transformation, the hotel will reopen as a vibrant, contemporary destination for business travellers, holidaymakers, airline crews, conferences, and local guests alike. With stylish guest rooms, versatile meeting and event spaces, welcoming food and beverage venues, and the trusted Holiday Inn brand behind it, the hotel is poised to become one of Heathrow’s leading hospitality destinations. More than just a hotel, this is a relaunch with ambition—creating memorable guest experiences while building a team culture centred on collaboration, development, and pride in delivering exceptional hospitality.

About Us

Looking for an exciting career in the hospitality industry? Look no further than LGH Hotels Management! With a growing portfolio of 42 hotels throughout the UK, including globally recognised brands such as Crowne Plaza, Holiday Inn, and Best Western, all located in prime locations, we are the premier destination for those seeking a fulfilling career in hospitality. Join our dynamic team and be a part of shaping the future of the UK hospitality industry.