Reservations Agent

Allscreens Nationwide Ltd; Glasgow; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Discounted hotel room rates for you

Birthday leave

Flexible working arrangements

Life Insurance

Employee Assistance Programme

Wellness events

Free meals on duty

Job summary

RBH Hospitality Management's AC Hotel Glasgow is seeking a Reservations Agent to drive room revenue and deliver exceptional guest service. You will handle reservations via calls, emails and online bookings, input data into the PMS, coordinate with Front Office, Sales and Revenue, and look for upsell opportunities while upholding Marriott standards.

A friendly, energetic team player who communicates well and stays organized will thrive in this fast-paced setting.

Qualifications

• Guest reservations handling experience.
• Excellent communication and local knowledge sharing.
• Detail-oriented with strong organizational skills.
• Able to work in a fast-paced team environment.
• Customer-focused and problem-solving mindset.

Responsibilities

• Handle incoming reservation calls, emails and online bookings.
• Enter reservation details accurately into the PMS.
• Coordinate with Front Office, Sales and Revenue teams on availability and promotions.
• Manage group reservations, input rooming lists, track pickup, and align with contracts.
• Upsell room categories and additional services to maximize revenue.
• Respond to guest inquiries with information about facilities and local attractions.
• Maintain records for audit and reporting; follow Marriott brand standards.
• Assist with reporting and forecasting as needed.

Skills

People skills

Communication

Detail-oriented

Problem solving

Team player

High energy

PMS knowledge

Tools

PMS

Job description

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

AC Hotel by Marriott Glasgow is a contemporary urban retreat located in the heart of the city at 260 George Street, opened in November 2023. The hotel combines modern elegance with warm Scottish hospitality, offering guests a refined experience tailored to both business and leisure travelers. With stylish guest rooms featuring sleek design and thoughtful amenities, AC Hotel Glasgow provides a tranquil base for exploring Glasgow’s vibrant arts, culture, and dining scenes. Guests can unwind in the inviting AC Lounge, enjoy local flavours with a European twist at the hotel’s restaurant Hazel, or make use of flexible event spaces ideal for gatherings and business meetings. Embracing Marriott’s high standards of service with a distinctively local touch, AC Hotel Glasgow delivers a seamless blend of comfort, style, and cultural connectivity.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

Job Summary:

The Reservations Agents plays a key role in driving room revenue and providing exceptional guest service. This position is responsible for handling all reservation inquiries in a timely, professional, and courteous manner while ensuring optimal occupancy and revenue for the hotel. As part of the AC Hotels brand, this role upholds the brand's modern, European-inspired service philosophy.

Key Responsibilities:

Handle incoming reservation calls, emails, and online booking requests efficiently and professionally.

Ensure accurate entry of reservation details into the property management system (PMS).

Communicate effectively with Front Office, Sales, and Revenue teams regarding availability, rates, and special promotions.

Assist in managing group reservations, including inputting rooming lists, tracking pickup, and coordinating special requests or billing instructions in alignment with sales agreements.

Collaborate with the Sales team to ensure group blocks are properly maintained and released according to contract terms.

Maximize revenue by upselling room categories and offering additional services when appropriate.

Respond promptly to guest inquiries and provide detailed information about hotel facilities, services, and local attractions.

Maintain knowledge of current rates, packages, and promotions.

Process modifications, cancellations, and special requests with a focus on guest satisfaction.

Maintain accurate files and records for audit and reporting purposes.

Follow Marriott brand standards and guidelines in all interactions.

Assist with reporting and forecasting as needed.

WHAT WE NEED FROM YOU

• A people person with a knack for making connections and creating memorable guest experiences.
• Great communication skills, effortlessly handling guest inquiries, coordinating with the team, and sharing local knowledge.
• Detail-focused and organised, ensuring every reservation and request goes off without a hitch.
• A quick thinker who loves to solve problems and keep things running smoothly, even when it’s busy.
• A team player with a flexible, ready-to-help attitude, keeping the good vibes rolling across departments.
• High energy and adaptable, thriving in a lively, fast-paced setting where no two days are the same.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.