Reservations Agent

Philema Hospitality Management; Colebrook Village; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Service charge

Gym & spa membership

Discounts on food & beverage

Bed & breakfast discount

Staff recognition scheme

Cycle to work

Job summary

Philema Hospitality Management is seeking a Reservations-focused role to warmly welcome guests, manage bookings, and ensure an unforgettable stay from enquiry to checkout. You will follow training policies, handle payments accurately, and contribute to sales targets while maintaining high hospitality standards.

The role emphasises teamwork, clear communication, and a calm, can-do attitude to deliver exceptional guest experiences across the hotel and across departments.

Qualifications

• Warm and welcoming phone manner.
• Calm, can-do attitude.
• Attention to detail.
• Excellent guest service skills.
• Clear communication.

Responsibilities

• Ensure guests receive a warm welcome and an unforgettable experience, starting with Reservations and continuing through the booking process.
• Follow hotel policies as outlined in training manual – Reservations, Sales, Guest Journey.
• Achieve sales in line with company objectives.
• Maintain exemplary billing systems and obtain all payments from guests according to policy, with accurate accounting of sales.
• Maintain high hospitality standards in processing bookings, upselling, salesmanship, and reporting diligence.
• Minimise and handle complaints professionally as per hotel policy.
• Ensure good working relationships with all departments and communicate information throughout the hotel.
• All other duties as required.

Skills

Phone manner

Attention to detail

IT skills

Team player

Guest service

Job description

About

Philema Hospitality
We are a family-owned forward-thinking company who put our team and guests at the heart of everything that we do. We focus on development, well-being and team engagement with bespoke programmes to support each of these values. We create an environment which engages with our employees and ensures they feel appreciated, “when you enjoy what you do, work becomes play”
Shortlisted for Best Retention Initiative & Career Development Initiative at Springboard Excellence Awards 2023.

Employee Benefits

• Tronc / Service charge (Food & Beverage Departments only)
• Complimentary off peak gym & spa membership at Fistral Spa / Gaia Spa
• Tokens & recognition scheme
• 20% discount on Fistral Spa & Gaia Spa treatments
• 25% discount on food & beverage throughout the hotels and restaurants
• 50% discount on bed & breakfast stays throughout the hotels
• 30% discount on GAIA skincare products, 1 complimentary refill and 50% on refills thereafter
• Friends & Family rates across the group
• Recommend & Get Rewarded: £25 in \"Love to Shop\" vouchers if you recommend a friend to work for us, receive £100 in \"Love to Shop\" vouchers when they pass probation.
• Access to 360 Wellbeing - https://www.360-wellbeing.co.uk/
• Access to Wagestream - https://wagestream.com/en/
• Length of Service rewards: 1 Year, Afternoon Tea for 2, 3 Years - Dinner for 2 , 5 - 15 Years - 1 additional holiday day per year.
• Cycle 2 work Scheme
• Annual Christmas Event

Key Attributes

• Warm & welcoming phone Manner
• Has a calm, can do attitude
• Attention to Detail
• IT Skills
• Is an excellent team player with the ability to work autonomously
• High Presentation Standards
• Excellent guest service skills
• Clear Communication

Role & Responsibilities

• To ensure all our guests receive a warm welcome and are treated to the up most hospitality and care during their stay with us – we aim to provide an unforgettable experience, and this starts with Reservations – not just on arrival but through the whole booking process.
• To follow all hotel policies as outlined in your training manual – Reservations, Sales, Guest Journey.
• To achieve sales in line with company objectives
• To maintain exemplary billing systems and obtain all payments from guests in accordance with company Policy, and the accurate accounting and processing of all sales
• To maintain high standards of hospitality, processing bookings, up selling, salesmanship, financial and reporting diligence.
• To ensure all complaints are minimized and handled professionally as in accordance with hotel policy
• To ensure a good working relationship with all other departments and communicate information throughout the hotel
• All other duties as required