Reservations Agent

Harri; City of Westminster; On-site; GBP 22,000 - 24,000; Full time

Benefits offered by this job

Competitive hourly rate

Health plan

Complimentary meals on shift

Discounts & perks

Training & development

Job summary

Firmdale Hotels is seeking a Reservations Agent at Ham Yard Hotel in London. You will be the first point of contact for guests, handling all room reservation inquiries with precision and care.

Responsibilities include advising guests with in-depth hotel knowledge, collaborating with the front office, and delivering exceptional service in a fast-paced environment. This role offers a competitive hourly rate and extensive employee benefits.

Qualifications

• Customer-focused mindset with passion for memorable experiences.
• Warmth and charisma in every interaction.
• Exceptional verbal and written communication skills.
• Strong organisational ability to manage details and inquiries.
• Ability to work effectively within a collaborative team.

Responsibilities

• Handle reservations with accuracy and efficiency.
• Know our hotel rooms and facilities to offer tailored recommendations.
• Collaborate with front office to ensure a smooth operation.
• Deliver outstanding customer service with every interaction.
• Work effectively in a fast-paced environment and stay adaptable.
• Maintain meticulous attention to detail in all duties.

Skills

Customer service

Communication

Organisation

Team player

Interpersonal skills

Job description

Are you passionate about delivering exceptional customer service in a dynamic environment? Firmdale Hotels presents an exciting opportunity to become a pivotal part of our team as a Reservations Agent at Ham Yard Hotel.

At Firmdale Hotels, we pride ourselves on creating extraordinary experiences for our guests, and our Reservations Agents play a crucial role in ensuring every guest's stay is unforgettable. As a Reservations Agent, you will be the first point of contact for guests, managing all room reservation inquiries with precision and care.

Responsibilities:

• Handle reservations with finesse, ensuring accuracy and efficiency.
• Showcase your in‑depth knowledge of our hotel rooms and facilities, offering tailored recommendations to guests and external agents.
• Collaborate seamlessly with our front office team to maintain a smooth operation.
• Embrace our commitment to excellence by delivering outstanding customer service with every interaction.
• Thrive in a fast‑paced environment, demonstrating resilience and adaptability under pressure.
• Uphold our standards of excellence by paying meticulous attention to detail in all aspects of your work.

What you Need:

• A customer‑focused mind‑set, with a passion for creating memorable experiences.
• Warmth and charisma that radiate in every interaction.
• Exceptional communication skills, both verbal and written.
• A knack for organisation, ensuring no detail is overlooked.
• The ability to work effectively within a team, contributing to a positive and collaborative work environment

What We Offer:

• Competitive hourly rate of £16.00 - £17.50 inclusive of service charge
• Access to Wagestream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching. Health cash plan(including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!!

Why join Firmdale Hotels?

Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

We are delighted to have been recognised by the hospitalityand travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:

• Proud winners of The Times Best Places to Work for both 2024 and 2025
• The Kings Award for Enterprise 2024 for outstanding contribution to International Trade
• Manager of the Year – Helle Jensen – Cateys 2024
• Food & Beverage Manager of the Year - Pedro Paulo - Hotel Cateys 2024
• Hotel Chef of the Year Finalist - Jamie Atkinson - Hotel Cateys 2024
• Haymarket Hotel & The Soho Hotel – One AA Rosette for Culinary Excellence and AA Breakfast Award 2025
• Covent Garden Hotel – One AA Rosette for Culinary Excellence 2025
• Dorset Square Hotel – AA Breakfast Award 2025
• Ham Yard Hotel, Covent Garden Hotel and Haymarket Hotel – Two Michelin Keys 2024
• Charlotte Street Hotel, The Soho Hotel, Knightsbridge Hotel and Number Sixteen Hotel – One Michelin Key 2024
• Ham Yard Hotel - two AA Rosettes for Culinary Excellence, Ham Yard Bar & Restaurant, 2024 as well as an AA Breakfast Award
• Dorset Square Hotel – One AA Rosette for Culinary Excellence, The Potting Shed, 2024
• Warren Street Hotel - Travel & Leisure ‘IT List’ best hotels in the world
• Whitby Hotel, Crosby Street and Warren Street - Michelin keys
• Number Sixteen - Best Boutique Hotels in London, The Times, 2024.

You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/

If you're ready to embark on a rewarding journey with Firmdale Hotels and contribute to our legacy of excellence,

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.