Reservations Agent (M/F/X)

Ibis Budget; Greater London; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Free night stays

50% dining discount

Discounted Accor hotel rates worldwide

Accor Academy access

Wellbeing support

Job summary

Ibis Budget London Heathrow Central is seeking a Reservations Agent to manage all aspects of individual and group bookings (7 rooms or more) with or without catering. You will handle enquiries, confirm reservations, manage payments, track changes and communicate arrangements across departments to ensure a seamless guest experience.

You'll use Opera Cloud and ResaWeb, deliver excellent customer service, and collaborate with teams while staying detail‑oriented and tech‑savvy.

Qualifications

• Minimum 2 years' experience in reservations or hospitality customer service.
• Proficiency with ResaWeb and Opera Cloud and knowledge of reservation procedures.
• Experience with group bookings and handling enquiries.
• Strong English written and spoken business communication.
• Tech-savvy with Office365 and industry tools.

Responsibilities

• Manage all aspects of individual and group bookings (7 rooms or more) including handling enquiries and confirming reservations.
• Process payments, track changes and communicate arrangements across departments.
• Support other departments to ensure a seamless guest experience.

Skills

Group bookings

Reservations

Customer service

English fluency

ResaWeb

Opera Cloud

Office365

Communication

Detail oriented

Education

High school diploma or vocational diploma

Tools

ResaWeb

Opera Cloud

Office365

Job description

Job Description

As a Reservations Agent, you’ll be responsible for managing all aspects of individual and group bookings (7 rooms or more) with or without catering, including handling enquiries, confirming reservations, managing payments, tracking changes, and ensuring all arrangements are clearly communicated across departments.

You’ll use systems like Opera Cloud and ResaWeb to maintain accurate records and provide reports. Excellent customer service, clear communication, attention to detail, and teamwork are essential. You'll also support other departments and help ensure guests enjoy a seamless experience.

Qualifications

• At least 2 years’ experience in reservations or customer service, preferably in hotels
• Proficiency with ResaWeb and Opera Cloud, as well as comprehensive knowledge of reservation procedures
• Understanding of group bookings procedures and expectations
• Dazzling customer service and smooth communication abilities, both written and spoken
• Must speak and write fluent English with professional business correspondence skills
• Tech-savvy with Office365 and always on the lookout for technological tools that can simplify and enhance performance
• Exceptional organisational skills and attention to detail
• Sharp problem-solving skills and the ability to stay cool under pressure
• Flexibility to work mornings, lates, weekends and holidays as needed
• Minimum of a high school or vocational diploma (a degree in hospitality or tourism is a plus)
• A solid grasp of the travel industry and hotel operations
• Stellar multitasking abilities and numerical skills
• A keen hunger for knowledge that benefits both personal growth and work excellence

Additional Information

Our mission at the Ibis Budget London Heathrow Central is to create memorable moments for our guests, by connecting hearts from arrival to farewell.

A job, a career or a calling - whatever brings you here, we have something for you!

As part of our team you can have:

• Free night stays in our UK hotels and 50% discount in any Accor Restaurant (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives
• Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
• Participate actively in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks : Our objective is simple: make you grow and give you the spark to unleash your personality

A little more information:

We are committed to giving our talents the skills and support required to deliver excellent service, and most importantly, to grow in their careers. No matter your specialty or culinary background, we offer great training to improve your skills.

Our hotel offers 307 rooms, and Bar and Restaurant facilities available 24/7.

To ensure you can best welcome and care for our guests you will need to be fluent in English.

Understanding things from our guest’s perspective is key, so while you are settling into your new role we will arrange a one-night stay for you to experience this first hand.

One more thing...

By working at the Ibis Budget London Heathrow Central you will be part of the Accor network, worldwide hospitality leader. With us, you can be all you are, work with purpose, grow, learn, enjoy and explore Accor’s limitless opportunities. Discover our Talent stories at heart-of-hospitality.com or on Instagram @heart.of.hospitality

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong.