Reservations Agent

Peoplebank; City of Westminster; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Overtime paid

Work-life balance

Complimentary overnight stay

Dining experiences

50% F&B discount

Hotel discounts

Local perks

Wagestream access

Refer-a-friend bonus

Annual leave 28-32 days

Meals on duty

Uniform provided

Training & development

Recognition & awards

Wellbeing support

Job summary

One Aldwych in Covent Garden is seeking a Reservations team member to handle telephone and email enquiries from prospective and staying guests, manage direct room and restaurant bookings, and input details into the system accurately to standards. You will bring previous luxury hospitality experience, excellent verbal and written communication, and a guest-focused attitude.

Familiarity with Opera Cloud is a plus.

Qualifications

• Previous experience in a similar role within a luxury hospitality environment; familiarity with Opera Cloud would be an advantage.
• Excellent verbal and written communication skills, with a warm, confident and professional manner across telephone and email.
• A genuine focus on guests, with a natural ability to create positive, personal and memorable interactions.
• A collaborative and adaptable approach, combined with the ability to work independently and contribute effectively within a high-performing team.

Responsibilities

• Handle telephone and email enquiries from prospective and staying guests, providing warm, professional and knowledgeable assistance at all times.
• Manage direct room and restaurant reservations, ensuring all bookings are handled accurately and efficiently in line with hotel standards.
• Input all reservations, guest requests and relevant details into the system accurately, ensuring information is complete, up to date and clearly recorded.
• Maintain a strong knowledge of the hotel, including rooms, restaurants, facilities and experiences, to confidently assist guests with their plans.

Job description

One Aldwych is an independent luxury hotel in the heart of Covent Garden. Home to 100 individually designed rooms and suites, Indigo, the Lobby Bar and Charlie and the Chocolate Factory Afternoon Tea, the hotel has built a reputation for hospitality with character. Independence remains at the heart of the business, creating a culture that values individuality and encourages fresh thinking. Original in shape, style and story, One Aldwych is a place where people can build their careers, contribute ideas and take pride in what they do.

At One Aldwych, we believe people do their best work when they feel supported, recognised and able to grow.
That's why we offer a range of benefits designed to support your wellbeing, development and life outside of work.

• Competitive salary, service charge and paid overtime
• Work Life Balance: No double shifts and paid overtime for all hours worked beyond your contracted hours.
• Complimentary Experiences: Enjoy a complimentary overnight stay and dining experience after qualifying service
• Food & Beverage Discounts: Receive 50% discount across our restaurants and bars
• Hotel Discounts: Preferential accommodation rates for you, your friends and family at One Aldwych and across the Exclusive Collection of luxury hotels
• Local Perks: Access discounts and special offers across shops, restaurants and local businesses throughout Covent Garden and the surrounding area through London Heritage Quarter
• Financial Support: Access Wagestream and receive a £1,000 bonus when you successfully refer a friend
• Holiday & Time Off: Receive 28 to 32 days' holiday, increasing with length of service
• Meals & Uniform: Complimentary meals whilst on duty and professionally laundered uniforms
• Learning & Development: Access training and development opportunities, career conversations and ongoing support
• Recognition & Celebration: Long service awards and programmes that recognise individual and team contributions
• Wellbeing Support: Access confidential support through our Employee Assistance Programme, along with discounted onsite massage and chiropody appointments

What you will do

• Handle telephone and email enquiries from prospective and staying guests, providing warm, professional and knowledgeable assistance at all times.
• Manage direct room and restaurant reservations, ensuring all bookings are handled accurately and efficiently in line with hotel standards.
• Input all reservations, guest requests and relevant details into the system accurately, ensuring information is complete, up to date and clearly recorded.
• Maintain a strong knowledge of the hotel, including rooms, restaurants, facilities and experiences, to confidently assist guests with their plans.

What you will bring

Our success is built on the strength of our independent spirit and the passion for high standards our employees bring and grow. As part of our Reservations team, you will strive to create memorable, personalised experiences for every guest.

• Previous experience in a similar role within a luxury hospitality environment; familiarity with Opera Cloud would be an advantage.
• Excellent verbal and written communication skills, with a warm, confident and professional manner across telephone and email.
• A genuine focus on guests, with a natural ability to create positive, personal and memorable interactions.
• A collaborative and adaptable approach, combined with the ability to work independently and contribute effectively within a high-performing team.

Everyone is welcome here. We are committed to creating a workplace where everyone feels welcome, valued and respected.