Reservations Agent

Thesleff Group; City of Westminster; On-site; GBP 1,515,000 - 2,066,000; Part time

Benefits offered by this job

Private health insurance

Dining discount

Career progression

Internal training

Supportive culture

Team events

Job summary

Thesleff Group is seeking a part-time Reservations Agent (20 hours per week) to join our central Reservations team in London. You’ll be the first point of contact for guests, handling bookings and enquiries with warmth and professionalism.

You’ll manage reservations across multiple brands, build knowledge of menus and concepts, and work toward KPIs to maximise bookings while maintaining exceptional guest care.

Qualifications

• Previous experience within reservations, hospitality, customer service or a similar guest-facing environment.
• Excellent written and verbal communication skills.
• A confident and engaging telephone manner.
• Strong attention to detail and organisational skills.
• The ability to manage multiple enquiries and priorities in a busy environment.
• A commercial mindset with the confidence to convert enquiries into bookings.

Responsibilities

• Handling incoming calls, emails and guest enquiries in a warm, professional and efficient manner.
• Taking and managing reservations accurately across multiple restaurants.
• Responding to enquiries within agreed service levels and brand standards.
• Building excellent knowledge of our restaurants, menus, experiences and individual concepts.
• Understanding what our guests are looking for and helping them find the best possible option.
• Maximising booking and revenue opportunities without compromising the guest experience.
• Working towards individual and team KPIs, including conversion targets.
• Identifying potential event enquiries and passing these to our Events team where appropriate.
• Handling guest feedback and escalating complaints or concerns when required.
• Working closely with restaurant teams to ensure important guest information is communicated effectively.
• Maintaining accurate guest and reservation information.
• Supporting the wider Reservations team as our restaurant portfolio continues to grow.

Skills

Reservations experience

Hospitality experience

Communication skills

Telephone manner

Attention to detail

Organisational skills

Guest service orientation

Commercial mindset

Job description

Reservations Agent – Thesleff Group.

Part time - 20 hours per week

Thesleff Group is looking for an exceptional Reservations Agent to join our central Reservations team, supporting some of London’s most exciting hospitality brands.

This is much more than simply taking bookings. You’ll often be the first point of contact for ourguests, setting the tone for their experience before they even arrive at one of our restaurants.

Working across our growing portfolio, you’ll handle reservations and guest enquiries by phone and email, provide knowledgeable recommendations and help turn every interaction into a positive experience.

The Role

As our Reservations Agent, you’ll become an ambassador for our restaurants and play an important part in maximising reservations while ensuring exceptional guest care.

Your responsibilities will include:

• Handling incoming calls, emails and guest enquiries in a warm, professional and efficient manner.
• Taking and managing reservations accurately across multiple restaurants.
• Responding to enquiries within agreed service levels and brand standards.
• Building excellent knowledge of our restaurants, menus, experiences and individual concepts.
• Understanding what our guests are looking for and helping them find the best possible option.
• Maximising booking and revenue opportunities without compromising the guest experience.
• Working towards individual and team KPIs, including conversion targets.
• Identifying potential event enquiries and passing these to our Events team where appropriate.
• Handling guest feedback and escalating complaints or concerns when required.
• Working closely with restaurant teams to ensure important guest information is communicated effectively.
• Maintaining accurate guest and reservation information.
• Supporting the wider Reservations team as our restaurant portfolio continues to grow.

About You

We’re looking for someone who genuinely enjoys speaking with people and understands that outstanding hospitality begins long before a guest walks through the door.

You’ll ideally bring:

• Previous experience within reservations, hospitality, customer service or a similar guest-facing environment.
• Excellent written and verbal communication skills.
• A confident and engaging telephone manner.
• Strong attention to detail and organisational skills.
• The ability to manage multiple enquiries and priorities in a busy environment.
• A commercial mindset with the confidence to convert enquiries into bookings.
• A positive, proactive and solutions-focused approach.
• A genuine passion for hospitality and delivering memorable guest experiences.

What We Offer

Joining Thesleff Group means becoming part of an ambitious and growing hospitality business. Benefits include:

• Private medical health insurance.
• 50% discount when dining at our restaurants with family and friends.
• Genuine opportunities for career progression across a growing group.
• Internal training and development.
• A supportive, people-focused culture.
• Fantastic team and staff events.

About Thesleff Group

Thesleff Group is home to a diverse collection of distinctive hospitality concepts across London.

Our portfolio includes Los Mochis, bringing together Mexican and Japanese influences in Notting Hill and the City of London; the iconic Italian institution Sale e Pepe in Knightsbridge; Sale e Pepe Mare and La Terrazza at The Langham; alongside our intimate omakase experiences JUNO and LUNA, and cocktail destination Viajante87.

Each concept has its own personality, but they share the same commitment to exceptional food, outstanding hospitality and memorable guest experiences.

If you’re passionate about hospitality, love connecting with people and want to develop your career within an ambitious and growing restaurant group, we’d love to hear from you.

Thesleff Group is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees. All applicants must have the right to work in the UK.