Reservations Agent

Sopwell House; St Albans; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Learning & Development access

Health & wellbeing platform

Job summary

Sopwell House in Hertfordshire is seeking a confident Reservations Agent to join our luxury team. You will handle telephone and email enquiries, promote our rooms, spa, dining and exclusive packages, and convert enquiries into bookings with personalised service.

Join a busy, guest-focused team in a beautiful 5-star Georgian country house hotel and help shape the Sopwell House guest experience from first contact to final confirmation.

Qualifications

• Excellent communication skills, written and verbal, with a warm telephone manner.
• Genuine passion for luxury hospitality and guest experiences.
• Natural sales ability to identify opportunities and maximise bookings.
• Willingness to go the extra mile and work as part of a team.
• Knowledge of Oracle OPERA Cloud or similar reservations system is advantageous.

Responsibilities

• Deliver warm, polished, personalised service across telephone and email enquiries.
• Promote luxury bedrooms, Cottonmill Spa, restaurants and packages.
• Convert enquiries into bookings and maximise revenue.
• Manage reservations, confirmations, amendments and special requests with accuracy.
• Collaborate with Front Office, Spa, F&B and other departments for a seamless guest journey.

Skills

Excellent communication

Luxury hospitality

Sales aptitude

Service excellence

Oracle OPERA Cloud

Tools

Oracle OPERA Cloud

Job description

Reservations Agent

Full-Time Position (40 hours)

Shifts typically scheduled between 8:30 am and 6:00 pm, including weekends and bank holidays on a rota.

An opportunity to create memorable first impressions, inspire our guests and turn every enquiry into an exceptional experience.

Your country home away from home, nestled within 12 acres of picturesque Hertfordshire countryside. Sopwell House is a luxurious 5-star, family-owned Georgian country house hotel offering timeless elegance and modern comfort. We’re proud to be a place where exceptional service is delivered with warmth, pride and purpose.

At Sopwell House, we live by our Vision, Purpose and Values.

We are dedicated to creating a world of ‘Perfect Contentment’ for both our team members and guests alike ‘Spreading kindness one act at a time’ along the way. Our team pride themselves on ‘Performing with Drive and Serving with Soul’ in everything we do.

We're looking for a confident, enthusiastic and commercially minded Reservations Agent to join our passionate team and play a key role in delivering the Sopwell House experience. As a Reservations Agent, you'll be one of the first voices our guests hear, setting the tone for their entire experience. You'll be part of a lively, fast-paced department where no two days are the same, every enquiry presents an opportunity, and the smallest details make the biggest difference.

You’ll play an important part in shaping the guest experience before they even arrive at Sopwell House, helping them discover everything we have to offer while ensuring every enquiry is handled with warmth, professionalism and attention to detail.

Your role in our family:

• Creating memorable first impressions – Delivering warm, polished and personalised service across telephone and email enquiries.
• Bringing experiences to life – Confidently promoting our luxury bedrooms, award-winning Cottonmill Spa, restaurants and exclusive packages.
• Turning enquiries into bookings – Using your natural sales ability to convert opportunities, maximise revenue and recommend experiences that perfectly suit our guests.
• Owning every enquiry – Taking responsibility from initial contact through to confirmed booking, ensuring timely follow-up and a seamless experience.
• Perfecting the details – Managing reservations, confirmations, amendments and special requests with exceptional accuracy and care.
• Going beyond expectations – Anticipating guest needs and adding thoughtful touches that elevate their experience.
• Creating opportunities – Identifying opportunities to recommend room upgrades, spa experiences, dining and additional services in a way that feels personal and relevant.
• Working as one team – Collaborating closely with our Front Office, Spa, Food & Beverage and other departments to ensure a seamless guest journey.
• Knowing what makes us special – Keeping up to date with our latest experiences, promotions and events so you can confidently inspire every guest.

What we’re looking for

• Excellent communication skills, both written and verbal, with a warm and confident telephone manner.
• A genuine passion for luxury hospitality and creating outstanding guest experiences.
• A natural flair for sales, with the confidence to identify opportunities and maximise bookings.
• The confidence to make recommendations, convert enquiries into confirmed bookings and recognise opportunities to generate additional revenue.
• Strong organisational skills and exceptional attention to detail.
• The ability to thrive in a busy, high-volume environment while remaining calm, efficient and professional.
• A proactive, positive attitude with a willingness to take ownership and go the extra mile.
• A collaborative approach and the enthusiasm to contribute to a successful, supportive team.
• Previous hotel, reservations or front office experience is preferred, and knowledge of Oracle OPERA Cloud or a similar reservations system would be an advantage.

Above all, we're looking for someone who brings energy and enthusiasm to their role, enjoys achieving results and understands that great Reservations is about much more than taking a booking.

The best bit:

• Learning and Development: Access our digital learning platform, and various courses to enhance your knowledge and skills
• Health & Wellbeing: Benefit from our interactive health and wellbeing platform and Employee Assistance Program.
• Health care cash plans: take advantage of our Health Care cash plan benefits, including 24-hours access to a GP.
• Discounted food and beverage, accommodation and spa for you and your family
• Discounts on Spa treatments and Spa days in our award-winning Cottonmill Spa
• Discount on Spa products
• Refer a Friend Scheme: earn up to £1,000 referral fee when you recommend someone to work with us
• Preferred Hotel Group discounted global hotel rates
• Free staff meals and parking

Equal Opportunities

We’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail]

Right to Work

Applicants must have the legal right to live and work in the UK. Proof of documentation will be required in line with the Asylum and Immigration Act 1996.