Reservations Agent

11 Cadogan Gardens; Greater London; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Monthly service charge

29 days annual leave

Complimentary team meals

Exclusive team rates

Job summary

Iconic Luxury Hotels in Chelsea is seeking a Reservations Agent to maximise revenue and deliver an exceptional first impression for guests. You will handle enquiries and bookings with confidence, accuracy and a strong conversion focus across the 8:00am to 8:00pm operation, seven days a week.

Join our team at 11 Cadogan Gardens and The Chelsea Townhouse, promoting services across luxury properties and maintaining precise records while collaborating with operations to meet budgets and revenue

Qualifications

• Excellent communication and customer service skills.
• Strong organisational skills and attention to detail.
• Sales-driven mindset with focus on converting enquiries.

Responsibilities

• Maximise revenue across rooms, F&B and events through reservations sales and upselling.
• Provide seamless operator and switchboard support during 8:00–20:00 operation, seven days a week.
• Promote services across 11 Cadogan Gardens, 20 Cadogan Gardens and The Chelsea Townhouse.
• Take full ownership of all reservations from enquiry through to confirmation with accuracy.
• Respond to brochure enquiries within 24 hours.
• Maintain accurate records across all systems and input booking details correctly.
• Collaborate with operations to communicate guest preferences.
• Ensure interactions align with Mystery Guest Report standards.
• Support revenue goals through proactive selling.
• Act as an operator in call handling.

Skills

Confident communicator

Organisational skills

Sales-driven mindset

Fast-paced environment

Team player

Job description

A little about us:

Nestled in the heart of Chelsea, 11 Cadogan Gardens and The Chelsea Townhouse are two unique five-star boutique hotels with a rich history and unmistakable sense of place. From the Victorian townhouses and eclectic character of 11 Cadogan Gardens to the elegant residential charm of The Chelsea Townhouse, both properties combine heritage with modern luxury and exceptional hospitality.

Part of Iconic Hotels & Resorts and Relais & Châteaux, we are proud to offer a genuinely personal guest experience while being deeply connected to the local Chelsea community.

What we will offer you:

Iconic Luxury Hotels offer the following benefits to employees:

• Monthly service charge
• 29 days of annual leave, including bank holidays
• Regular team gatherings and appreciation events
• Complimentary team meals
• Exclusive team rates and friends & family rates at our Iconic Luxury Hotels
• Exclusive team rates with Relais & Chateaux properties worldwide
• Exclusive team rates with London & Regional properties worldwide
• Discounts on spa treatments and products
• Discounts on all food & beverage offerings including the Cookery School at Chewton Glen
• Special gifts based on length of service
• Team referral programme
• Health cash plan
• Access to our employee assistance programme
• …and so much more.

What you’ll be doing

As a Reservations Agent, you will play a key role in maximising revenue and delivering an exceptional first impression of the hotel. You’ll be responsible for handling guest enquiries and bookings with confidence, accuracy, and a strong focus on conversion, ensuring every interaction reflects our luxury standards.

• Maximise revenue and profitability across rooms, food & beverage, and special events through reservations sales, effective upselling, and conversion of enquiries. Provide seamless operator and switchboard support, handling guest and internal calls professionally while ensuring excellent service delivery across the 8:00am to 8:00pm operation, seven days a week.
• Maintain strong product knowledge of 11 Cadogan Gardens, 20 Cadogan Gardens & The Chelsea Townhouseand confidently promote all services and facilities
• Identify guest needs and convert enquiries into bookings, upselling where appropriate to secure the best outcome
• Take full ownership of all reservations from enquiry through to confirmation, ensuring accuracy at every stage
• Respond to all enquiries on the same day, with brochure enquiries handled within 24 hours
• Maintain accurate records across all systems, ensuring all booking details are correctly inputted and stored
• Work collaboratively with operational teams to ensure guest preferences and requests are communicated effectively
• Ensure all interactions align with the standards set out in the Mystery Guest Report
• Maintain awareness of hotel budgets and targets, supporting revenue goals through proactive selling
• Act as an operator in handling call operation

What we’re looking for

• A confident communicator with a natural ability to engage and build rapport
• Strong organisational skills and attention to detail
• A proactive, sales-driven mindset with a focus on delivering results
• Ability to work efficiently in a fast-paced environment
• A team player with a flexible and collaborative approach

If you enjoy the pace and energy of a busy hospitality environment and take pride in delivering both service and results, we’d be pleased to hear from you.