Reservations Agent

Philema Hospitality Management; Newquay; On-site; GBP 18,000 - 22,000; Full time

Benefits offered by this job

Gym & Spa membership

Recognition scheme

Spa discounts

Food & beverage discount

Bed & breakfast discount

Skincare discounts & refills

Friends & Family rates

Love to Shop vouchers

360 Wellbeing access

Wagestream access

Length of service rewards

Cycle to work

Annual Christmas event

Job summary

Philema Hospitality is looking for a Reservations team member who can deliver warm, attentive hospitality from first contact through the booking process, ensuring guests feel valued throughout their stay.

You will follow hotel policies, achieve sales goals, manage billing accurately, and collaborate with all departments to maintain top-level guest experiences.

The role emphasizes IT proficiency, clear communication, and a calm, can-do attitude, with a focus on upsell and guest satisfaction.

Qualifications

• Guest-facing Reservations role requires a warm, professional communication style.
• Strong attention to detail and ability to work autonomously.
• Proficient IT skills and excellent guest service experience.

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

Skills

Warm & welcoming phone manner

Has a calm, can do attitude

Attention to Detail

IT Skills

Is an excellent team player with the …

High presentation standards

Excellent guest service skills

Clear communication

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

• Complimentary off peak gym & spa membership at Fistral 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