Reservationist

Allscreens Nationwide Ltd; West Drayton; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Free meals on duty

Free parking

LGH employee discounts

IHG room benefit programme (T&Cs apply

Job summary

LGH Hotels Management is seeking a Reservationist for a location near Heathrow, London. You will handle phone and email enquiries, secure reservations, and offer service suggestions with warmth and professionalism.

You will work closely with housekeeping and front office to align bookings with operational needs, maintain accurate records, and upsell hotel services when appropriate. This role emphasizes guest satisfaction and efficient, friendly service.

Qualifications

• Experience delivering high quality customer service in hospitality or travel.
• Proficiency with hotel reservation systems and process accuracy.
• Ability to upsell services and handle queries calmly and professionally.

Responsibilities

• Answer phone and email enquiries in a calm, friendly and professional manner.
• Accurately processing reservations using the hotel’s reservation management system.
• Provide consistently excellent customer service, ensuring guests feel listened to and valued.
• Coordinate with Housekeeping and Front Office to align reservations with operations.
• Maintain up-to-date records for reservations, amendments and cancellations.
• Address guest queries with empathy and resolve issues efficiently.

Skills

Customer service

Reservations system

Phone & email support

Upselling

Record keeping

Teamwork

Empathy

Job description

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.

As one of the first points of contact, you’ll create reassurance, clarity and confidence for our guests. Whether responding to enquiries, securing reservations or offering helpful service suggestions, you’ll combine efficiency with genuine warmth to ensure every interaction feels personal and professional.

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
• 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
• 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

This role is perfect for someone who:

• 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.