Reservations Agent

Firmdale Hotels; Greater London; Hybrid; GBP 21,000 - 23,000; Full time

Benefits offered by this job

Wagestream access

Health plan

Staff discounts

Free meals on shift

Referral bonus

Job summary

Firmdale Hotels invites you to join our luxury hospitality team as a Reservations Agent at Haymarket Hotel in London. You will be central to delivering warm welcomes and outstanding service to guests, ensuring smooth bookings from inquiry to checkout.

Join a celebrated, award-winning brand known for its distinctive design and level of service. The role offers a dynamic front office environment with opportunities for professional development and career progression.

Qualifications

• Excellent guest service mindset and professional communication.
• Ability to handle inquiries via phone, email, and online channels.
• Strong organisational skills and accuracy in managing reservations.
• Positive, proactive attitude and collaborative spirit.
• Impeccable personal presentation reflecting the Firmdale brand.

Responsibilities

• Handle reservation inquiries via phone, email, and online platforms.
• Provide detailed information about rooms, amenities and packages.
• Recommend rates and packages based on guest needs.
• Manage and update reservations in the system with accuracy.
• Collaborate with other departments to ensure seamless guest experiences.

Skills

Customer service

Communication

Attention to detail

Teamwork

Job description

Are you passionate about providing exceptional guest experiences? Do you thrive in a dynamic, luxury hospitality environment? If so, Firmdale Hotels invites you to join our award-winning team as a Reservations Agent at the exquisite Haymarket Hotel in the heart of London.

Firmdale Hotels is renowned for its unique boutique properties, each boasting distinctive design, sophisticated style, and unparalleled service. We pride ourselves on our commitment to excellence and creating memorable experiences for our guests. Our portfolio includes some of the most iconic hotels in London and New York, known for their exceptional hospitality and attention to detail.

As a Reservations Agent, you will be a crucial part of our front office team, ensuring every guest receives a warm welcome and outstanding service.

Responsibilities

• Handling reservation inquiries via phone, email, and online platforms with professionalism and efficiency.
• Providing detailed information about our rooms, amenities, and special packages to prospective guests.
• Recommending suitable rates and packages based on guests' needs and preferences.
• Managing and updating reservations in our system with accuracy and attention to detail.
• Collaborating with other departments to ensure seamless guest experiences from booking to check-out.

What you Need

• Confident and engaging, with the ability to connect with guests and colleagues effortlessly.
• A genuine passion for providing exceptional service and creating unforgettable guest experiences.
• Meticulous and organised, ensuring all reservations and related tasks are handled with precision.
• Enthusiastic and collaborative, with a keen willingness to support and work as part of a dynamic team.
• Impeccable personal presentation and a welcoming demeanour that reflects the Firmdale brand.

What We Offer

• Competitive hourly rate of £15.50 - £17.00 inclusive of service charge.
• Access to Wagestream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching.
• Health cash plan(including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!!

Why join Firmdale Hotels?

Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

We are delighted to have been recognised by the hospitalityand travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:

• Proud winners of The Times Best Places to Work for both 2024 and 2025
• The Kings Award for Enterprise 2024 for outstanding contribution to International Trade
• Manager of the Year – Helle Jensen – Cateys 2024
• Food & Beverage Manager of the Year - Pedro Paulo - Hotel Cateys 2024
• Hotel Chef of the Year Finalist - Jamie Atkinson - Hotel Cateys 2024
• Haymarket Hotel & The Soho Hotel – One AA Rosette for Culinary Excellence and AA Breakfast Award 2025
• Covent Garden Hotel – One AA Rosette for Culinary Excellence 2025
• Dorset Square Hotel – AA Breakfast Award 2025
• Ham Yard Hotel, Covent Garden Hotel and Haymarket Hotel – Two Michelin Keys 2024
• Charlotte Street Hotel, The Soho Hotel, Knightsbridge Hotel and Number Sixteen Hotel – One Michelin Key 2024
• Ham Yard Hotel - two AA Rosettes for Culinary Excellence, Ham Yard Bar & Restaurant, 2024 as well as an AA Breakfast Award
• Dorset Square Hotel – One AA Rosette for Culinary Excellence, The Potting Shed, 2024
• Warren Street Hotel - Travel & Leisure ‘IT List’ best hotels in the world
• Whitby Hotel, Crosby Street and Warren Street - Michelin keys
• Number Sixteen - Best Boutique Hotels in London, The Times, 2024.

You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.