Reservations Agent - HWSOF-Reservations

Sofitel Heathrow - Arora Group; Hounslow; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

28 days holiday (enhanced after 5 yrs)

Free meals on duty

Uniform provided & dry cleaned

Discounted employee rates at Arora/Hot

Food & beverage discounts

Christmas gifts & employee parties

Cycle 2 work scheme

UK attraction discounts

Taste card

Life assurance

Employee assistance programme

Arora star employee recognition

Long service recognition

Job summary

Sofitel Heathrow is seeking a Reservation Agent to deliver exceptional guest service, manage inquiries, and process reservations with accuracy. The role emphasizes warmth, clear communication, and knowledge of hotel facilities to confidently propose rates and packages to guests.

Ideal candidates will be highly organised, able to multi-task under pressure, and maintain a smart, professional appearance. Prior 5-star hotel experience is a real advantage, with Opera PMS and Marsha knowledge a plus.

Qualifications

• Providing high quality service comes naturally to you.
• Strong organisational skills and attention to detail.
• Very good at multi-tasking and remaining calm under pressure.
• Excellent communicator with a high standard of written and spoken English.
• A smart and professional appearance.

Responsibilities

• Reservation Agents in our team are passionate about customer service.
• They demonstrate warmth and excellent communication when guests get in touch.
• They are confident in their knowledge of the hotel rooms and facilities and at ease when recommending rates and packages to our guests.
• Assisting our guests in a courteous and efficient manner with their reservation requests, changes and cancellations received by phone and email.
• Answer questions about the hotel.
• Imputing and accessing data in our reservations system.
• Maximizing sales and room occupancy.

Skills

Customer service

Communication

English proficiency

Multi-tasking

Organisation

Professional appearance

Tools

Opera PMS

Marsha

Job description

Benefits

• Holiday – 28 days holiday, enhanced after 5 years of service.
• But there’s more...Free meals on duty.
• Uniform offered and dry cleaned.
• Discounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.

About us

Sofitel Heathrow is an award-winning hotel that is the perfect blend of style and convenience. With 605 spacious ensuite rooms plus a selection of restaurants and bars showcasing fresh international flavours. Our luxurious hotel is connected to terminal 5 and has spa and fitness facilities. The 45 meeting rooms include a flexible ballroom accommodating up to 1,300 delegates.

A bit about what you will do

• Reservation Agents in our team are passionate about customer service.
• They demonstrate warmth and excellent communication when guests get in touch.
• They are confident in their knowledge of the hotel rooms and facilities and at ease when recommending rates and packages to our guests.
• Assisting our guests in a courteous and efficient manner with their reservation requests, changes and cancellations received by phone and email.
• Answer questions about the hotel.
• Imputing and accessing data in our reservations system.
• Maximizing sales and room occupancy.

More about you

• Providing high quality service comes naturally to you.
• Strong organizational skills and attention to detail.
• Very good at multi-tasking and remaining calm under pressure.
• Excellent communicator with a high standard of written and spoken English.
• A smart and professional appearance.
• 5-star hotel experience in a similar role a real advantage.
• Opera PMS and Marsha experience a plus.

Grow with us

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are excitingopportunities for career progression and development across our properties and brands.