Reservations Agent - New Opening - Mayfair

The Shepherd Mayfair; City of Westminster; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hotel discounts across Axiom hotels

28 days holiday including bank holiday

Retail/Restaurants discounts via perks

Employee Assistance Line

Wagestream pay access

Xcape stayover after 1 year

Training, progression, promotion

Referral bonus £250

Length of service awards

Job summary

The Shepherd Mayfair in London is seeking a Reservations Agent to be the first point of contact for guests, handling inquiries and confirming reservations. You will ensure accuracy and contribute to a smooth guest journey in a fast-paced team environment.

Reporting to the Reservation and Assistant Revenue Manager, you will maintain the management system, coordinate with departments, and assist with billing and related administrative tasks.

Qualifications

• Previous hotel/guest-facing experience is advantageous.
• Strong communication skills, both written and verbal.

Responsibilities

• Handle guest inquiries via phone, email, or in person and confirm reservations.
• Maintain up-to-date information in the management system and relay details to relevant departments.
• Process billing and resolve financial queries; support other administrative duties as needed.

Skills

Excellent communication

Reception experience

MS Office

Good spoken English

Team player

Presentable

Tools

Microsoft Office Suite

Job description

The Shepherd Mayfair

Salary: £29,000 per annum
Job Type: Permanent
Hours: Full-time
Town: London

Nestled amongst the timeless Georgian townhouses and luxury boutiques of Mayfair, The Shepherd Mayfair will be perfectly located on the western edge of Shepherd’s Market, moments from iconic landmarks like Park Lane, Hyde Park, Green Park, and Knightsbridge, and within walking distance of Piccadilly. It offers guests a unique entryway into London’s most prestigious neighbourhood.

Designed as a modern “lifestyle mansion”, The Shepherd Mayfair is envisioned to feel like a natural part of Mayfair’s history, as if it has always belonged. This blend of contemporary luxury and authentic charm creates a welcoming atmosphere for those seeking a true connection to the neighbourhood. Every element of the hotel reflects this rich heritage, while maintaining a modern, understated elegance.

The hotel’s 82 beautifully crafted rooms and suites and three F&B outlets offer a refined yet relaxed ambiance, with a thoughtful nod to British classic design. Playful touches complement sophisticated details, delivering a personalised experience for today’s discerning travellers. Each room exudes warmth and comfort, ensuring guests feel at home in one of London’s most iconic districts.

We are currently recruiting for Reservation Agent to join our team. Reporting directly to the Reservation and Assistant Revenue Manager, this is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast-paced, busy and hardworking team environment.

What we offer

• Hotel discounts across all Axiom Hospitality hotels ‑ colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your role

As a Reservations Agent you are the first point of contact for customers and play a crucial role in establishing customer satisfaction and loyalty, other duties include confirming reservations and resolving issues or discrepancies, ensuring accuracy, efficiency and compliance with hotel policies and procedures.

Responsibilities will include but are not limited to:

• Taking our guest’s enquiries through our booking journey either via phone call, email, or face to face.
• Keeping our management system, up to date with all relevant information.
• Providing detailed communication to relevant departments for all upcoming bookings.
• Accountable for billing and investigation of financial queries
• Additional administration duties assigned as per the business needs.

The ideal person for this role will be enthusiastic about change, focused on details and trusting.

The core skills and experience required to succeed:

• Previous experience within a hotel environment – preferred
• Strong working knowledge of Microsoft Office Suite
• Good level of spoken and written English
• Willingness to learn new skills
• Previous experience as a receptionist or reception supervisor is required
• Excellent communication skills, the ability to communicate verbally and in writing
• To be an enthusiastic team player with a flexible approach
• Excellent personal presentation

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and The Shepherd Mayfair.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.