Reservations Executive

Heckfield Place; Hook; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Salary 28k

Tronc bonus

Holiday allowance

Healthcare

Employee assistance programme

Life assurance

F&B discount

Staff meals

Recognition scheme

Recruitment bonus

Annual parties

New baby gift

Job summary

Heckfield Place is seeking a Reservations Executive to join our dedicated Reservations team. The role covers managing bookings for the Estate, including all on- and off-site experiences, and coordinating guest transfers from enquiry to departure.

Exceptional attention to detail and refined guest service are essential, with proficiency in reservation systems and prompt handling of enquiries. Weekend and holiday flexibility is required.

Qualifications

• Exceptional attention to detail and guest-focused service.
• Excellent written and verbal communication skills.
• Experience using reservation systems and managing bookings.
• Ability to respond promptly to enquiries and maintain accuracy.

Responsibilities

• Deliver an efficient, courteous reservations journey at all times.
• Take ownership of the guest journey from first contact through arrival and departure.
• Respond to telephone and email enquiries within 2 hours.
• Initiate pre-arrival contact to confirm arrangements and activities 72 hours prior.
• Manage reservations for bedrooms, spa, restaurants, private events and experiences.
• Maintain accurate guest profiles with preferences and feedback.
• Coordinate all guest activities and experiences on and off property.
• Demonstrate flexibility to work weekends and public holidays.

Skills

Reservation systems

Guest service

Attention to detail

Phone & email enquiries

Job description

Resolutely natural, elegantly evolving, we are a beautiful piece of English history that redefines the idea of a hotel . Heckfield Place is both tamed and gently wild. Offering different aspects across the surrounding grounds, the character of each bedroom is written in the natural materials and meticulous craftsmanship found throughout.

We are now looking for a Reservations Executive to join our fantastic Reservations team.

The Reservations Executive will be responsible for managing bookings across the Estate, including The Bothy, Marle & Hearth, including all our on- and off-site experiences. The Reservations Executive will also coordinate guest transfers to and from Heckfield Place, ensuring seamless arrangements from initial enquiry to their arrival and departure.

Exceptional attention to detail, refined guest service and confident use of reservation systems are essential.

Other duties include:

• Deliver an efficient, courteous and thoughtful reservations journey at all times, in line with Heckfield Place standards.
• Take ownership of the guest journey from first point of contact through arrival, stay and departure, ensuring consistency and clarity at every touchpoint.
• Respond to all telephone and email enquiries promptly and professionally, in accordance with Heckfield Place standards of communication, typically within 2 hours.
• Initiate pre-arrival contact with guests to confirm arrangements, review itineraries and explore relevant activities and experiences, typically 72 hours prior to arrival.
• Manage reservations for bedrooms, The Bothy Spa, Marle and Hearth Restaurants, private events and all guest experiences, maintaining a thorough knowledge of availability, rates, packages and promotions.
• Maintain accurate guest profiles, ensuring preferences, feedback and follow-up actions are consistently recorded and communicated.
• Coordinate all guest activities and experiences, both on and off property, ensuring seamless planning and delivery.
• Demonstrate flexibility in working patterns, including weekends and public holidays, in line with business requirements.

Benefits:

• Salary of £28,000 PA
• Tronc (Allocation for 2025 was £7,800+ per annum / per person based on full time hours after completed probation)
• Increased holiday allowance
• Vitality healthcare cover
• Employee assistance programme
• Life assurance scheme (from day one, covering up to 2x your annual salary)
• 50% F&B discount when dining in our restaurants
• Company sick pay
• Enhanced maternity pay
• Enhanced paternity pay
• Recruit a Friend bonus (£1000)
• Monthly employee recognition scheme
• Annual employee parties
• Free staff meals
• 50% discount on Wildsmith Skin products
• Heckfield Plus - online discounts
• New baby gift

At Heckfield we pride ourselves on providing training, development and a chance to progress within the company.