Reservations Agent

The Newt in Somerset; Castle Cary; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Gym & wellbeing classes

Spa and swimming pool access

30% staff discount

Free staff meal on shift

Discounted hotel stays

Job summary

The Newt in Somerset is seeking a Reservations Agent to be the first point of contact for guests booking experiences across our hotel, spa, restaurants, attractions and memberships.

You will handle calls and emails, convert enquiries to reservations, and manage bookings across multiple systems with care and discretion. The role includes shift patterns, weekend/Bank Holiday work, and a supportive team environment.

Responsibilities

• Handle incoming calls and emails with professionalism and warmth.
• Convert enquiries into confirmed reservations across hotel, spa, restaurants, visitor attractions and membership.
• Record and manage bookings accurately in Opera, Acuity, ResDiary and other systems.
• Process payments securely via phone and online.
• Manage guest expectations, resolve issues, and apply booking parameters and cancellation policies.
• Maintain confidentiality and handle data securely.
• Support colleagues and other departments to ensure a seamless guest journey.

Job description

Reservations Agent

£27,990 per annum plus tronc and fantastic benefits

40 hours per week over 4 days

Mixture of shifts. Earliest shift is 7:30am start. Latest shift is 8pm finish.

Includes rotational weekend and bank holiday working

Role closes: 25th August at 5pm

Our Reservations Agents

Are you a natural communicator with a flair for customer service? Do you thrive in a busy, guest-focused environment where every detail matters? We’re looking for a Reservations Agent to be the first point of contact for our guests, helping them book unforgettable experiences across our hotel, spa, restaurants, visitor attractions and membership services.

Key Responsibilities:

• Handle incoming calls and emails with professionalism and warmth.
• Convert enquiries into confirmed reservations across hotel, spa, restaurants, visitor attractions and membership.
• Record and manage bookings accurately in Opera, Acuity, ResDiary and other systems.
• Process payments securely via phone and online.
• Manage guest expectations, resolve issues, and apply booking parameters and cancellation policies.
• Maintain confidentiality and handle data securely.
• Support colleagues and other departments to ensure a seamless guest journey.

What we can offer

• A positive workplace environment with opportunities to develop both personally and professionally.
• Stay in shape with our complimentary use of our gym and wellbeing classes
• Look after your wellbeing with complimentary access to our Spa and swimming pools and our exclusive benefit of 50% of Spa Treatments.
• Enjoy shopping in both our shops on estate and online with 30% discount for all our colleagues and free delivery for any online purchases.
• Discover exclusive perks with our Discounted hotel stays for staff, accompanied by a fantastic 30% discount at our restaurants.
• Complimentary garden membership for the Newt and our partner gardens including the Eden Project, Kew Gardens and The Lost Gardens of Heligan
• Complimentary meal whilst on shift, created using fresh produce from our estate by our dedicated staff food chefs
• We value your hard work and recognise your achievements through our colleague recognition programme "Newt Awards" with the opportunity to achieve a variety of amazing rewards including a complimentary Hotel Stay.
• Support from our Employee Assistance Programme for both yourself and your family
• A team that knows how to have fun with regular team engagement activities including Fun Squad events, which include activities such as Go-Karting and Wine Tasting, to name but a few.
• Access your earnings at anytime with Wagestream, with access to nationwide brand discounts
• Up to 30 days annual leave each year for our full-time team

Our Reservations Team

The Reservations team is a vital part of The Newt in Somerset, ensuring a smooth guest journey from first contact to arrival. Acting as brand ambassadors, the team balances attention to detail with a warm and personable approach, ensuring guests receive a seamless and personalised service that reflects the estate’s standards of excellence

Who are we - The Newt in Somerset

Nestled within an expanse of rolling fields and steeped in ancient history, our luxury country estate stands as a haven of refined elegance, inviting guests to explore acres of captivating gardens, meandering pathways, and enriching exhibitions - accessible 364 days a year for our members. Our hotel extends a warm welcome, offering a home-away-from-home experience where impeccable service flourishes in an ambiance of unassuming sophistication. Beyond the estate, the Newt's essence remains tangible, with our Ecommerce teams delivering our finest products to homes, while media and membership endeavours keep them informed of our latest developments. Behind the scenes, a tapestry of talented teams - from Housekeeping to HR, Finance to Farming - collaborates harmoniously, crafting an unforgettable journey of growth, development, and innovation, where every contribution creates unparalleled experiences.