Reservations Agent

Hilton; Greater London; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Complimentary meals on duty

Development programmes

Corporate Responsibility initiatives

Team Member Travel Programme

Perks at Work

28 days holiday including bank

Job summary

Waldorf Astoria London - Admiralty Arch is seeking a Reservations Agent to join the pre-opening team for this luxury hotel opening later this year.

As the Reservations Agent, you will be the principal contact for all room reservations, delivering refined, personalised service while influencing guests’ decisions to choose our property. The role emphasises high‑touch guest care and brand standards.

Qualifications

• Experience in luxury hospitality preferred.
• Excellent communication and professional telephone manner.
• Strong organisational and administrative skills.
• Proficient with reservation platforms and computer systems.

Responsibilities

• Act as the principal contact for all room reservations and provide refined, personalised service.
• Convert reservation enquiries into confirmed business with efficiency and confidence.
• Respond proactively to sales enquiries to cultivate revenue opportunities and nurture leads.
• Engage with guests and clients to ensure reservations are accurate and aligned with expectations.
• Deliver prompt, seamless service while maintaining the hotel’s luxury standards.

Skills

Customer service

Telephone etiquette

Organisational ability

Reservation platforms

Job description

Job Identification: 207669

Job Category: Sales and Marketing

Job Schedule: Full time

Salary Competitive

Waldorf Astoria London - Admiralty Arch is seeking a Reservations Agent to join the pre-opening team for this highly anticipated new luxury hotel opening later this year.

This is a unique opportunity for an experienced luxury hotelier to join the founding team and help shape the guest experience at this landmark hotel.

Located at the end of The Mall opposite Buckingham Palace, Waldorf Astoria London - Admiralty Arch will feature 100 elegant rooms and suites and 17,500 sqft of private residences. The hotel will open with two signature restaurants - Coreus by Clare Smyth and Café Boulud by Daniel Boulud - bringing together two of the world's most celebrated Michelin-starred chefs. Guests will also enjoy a world-class spa, state-of-the-art fitness facilities, and a collection of grand event spaces, including a ballroom for up to 320 guests.

Waldorf Astoria Hotels & Resorts is Hilton's flagship luxury brand, known for its timeless elegance, iconic properties, and sincerely elevated service that delivers bespoke, once-in-a-lifetime experiences in the world's most sought-after destinations.

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2026

Proudly voted by our Team Members

A World of Rewards

• Complimentary, nourishing meals provided while on duty

• Exceptional development programmes, designed to support and accelerate your growth at every stage

• Opportunities to make a meaningful impact through our industry‑leading Corporate Responsibility initiatives

• Team Member Travel Programme, offering exclusive discounted stays and 50% off food & beverage

• High street savings through Perks at Work

• 28 days' holiday, including bank holidays, rising to 33 days with length of service

We are looking for hospitality professionals who are passionate about delivering an exceptional fives star guest experience, consistently upholding the worldclass service standards recognised by Forbes.

Here’s what you’ll do during a typical day:

As a Reservations Agent, you will act as the principal point of contact for all room reservations, delivering refined, personalised service while positively influencing guests’ decisions to choose our property.

Serving as the first point of enquiry for prospective guests, the Reservations Agent is responsible for providing expert guidance, tailored options, and thoughtful solutions that meet and exceed guest expectations. The role is performed to the highest standards of ultra‑luxury hospitality and includes the following key responsibilities:

• Converting reservation enquiries into confirmed business with efficiency and confidence

• Responding proactively and positively to sales enquiries to cultivate future revenue opportunities

• Identifying and nurturing sales leads where appropriate

• Engaging with all guests and clients in a polished, professional manner, ensuring reservations are completed accurately and aligned with guest expectations

• Delivering prompt, seamless service while consistently maintaining the hotel’s brand and luxury service standards

What are we looking for?

Reservations Agents representing Hilton's luxury brands work on behalf of our guests while collaborating closely with fellow Team Members. To excel in this role, you will consistently demonstrate the following attitudes, values, and capabilities:

• A genuine passion for delivering personalised, high‑touch guest service

• An exceptionally professional telephone manner with articulate communication skills

• Strong administrative discipline and outstanding organisational ability

• Intermediate proficiency with computer systems and reservation platforms

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience within a reservations or revenue‑driven hospitality environment

• Prior experience within a luxury or ultra‑luxury hospitality or service‑led environment is highly desirable.

• Further or higher education qualifications in hospitality, or a related discipline

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality . Acting with Integrity and always doing the right thing. Inspiring others through Leadership . A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now , bringing urgency and discipline to every moment, knowing it can make a lasting impact.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests-we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands (https://www.hilton.com/en/brands/), and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.

Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career-and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog (https://jobs.hilton.com/blogs) to see why we're more than a great place to stay-we're a great place to work.