Reservations Agent - New Opening - Mayfair

The Shepherd Mayfair; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hotel discounts across Axiom hotels

28 days holiday (bank holidays incl.)

Rewards portal discounts

Job summary

The Shepherd Mayfair in London is seeking a Reservations Agent for a new opening. This permanent, full-time role (40 hours per week) offers a salary of £29,000 per annum plus service charge. You will be the first point of contact for guests, handling reservations and ensuring smooth communication across departments.

The ideal candidate has hotel experience or strong customer service skills, excellent English, and a proactive, team-oriented approach. Right to work in the UK is required.

Qualifications

• Previous experience within a hotel environment – preferred.
• Strong communication skills and a customer-focused mindset.
• Proficiency in Microsoft Office and basic computer skills.
• Good level of spoken and written English.
• Able to work as part of a team and adapt to a fast-paced environment.

Responsibilities

• Handle guest inquiries and bookings via phone, email, or in person.
• Maintain accuracy in the reservation system and communicate with relevant departments.
• Assist with billing queries and ensure compliance with hotel policies.
• Provide excellent guest service to maximise satisfaction and loyalty.

Skills

Customer service

Excellent communication

Teamwork

Attention to detail

Willingness to learn

English proficiency

Tools

Microsoft Office Suite

Job description

Reservations Agent - New Opening - Mayfair

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

£29,000 per annum + Service Charge

Permanent, full-time contract (40hrs per week)

Benefits

• Hotel discounts across all Axiom Hospitality hotels ‑ colleague rates and up to 50% discount on F
• 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.