Reservations Sales Executive

Kew Green Hotels; Rugby; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Career development & apprenticeships

Discounts on hotel stays & retailers

Gym, pools & leisure facilities

Employee Assistance programme

Job summary

Kew Green Hotels is seeking a Reservations Sales Executive to be based at our Rugby Commercial Hub. You'll be the first contact for clients, guiding them from initial enquiry through to a confirmed booking across our 41 hotels, handling contracts, invoicing and rooming lists.

In this role you’ll deliver outstanding service by telephone and email, build relationships with clients and hotel teams, identify upsell opportunities, and contribute to a high-performing team in a fast-paced,

Qualifications

• Proven sales experience handling enquiries and closing business.
• Ability to manage bookings from enquiry to confirmation including contracts and payments.
• Strong communication via telephone and email.
• Able to identify upsell opportunities across bedrooms, meeting space and services.

Responsibilities

• Respond to a high volume of accommodation enquiries via telephone and email while delivering exceptional customer service.
• Guide clients through the booking process, including contracts and payment procedures.
• Recommend the best solution for each client to maximise conversion.
• Build relationships with clients, hotel teams and the wider commercial function for a seamless experience.
• Take ownership of each booking from enquiry to confirmation, ensuring accuracy.
• Contribute to a high-performing team and support shared goals.
• Manage enquiry follow-up and maintain accurate pipeline records.
• Identify upsell opportunities to maximise revenue per booking.

Skills

Sales experience

Customer service

Phone & email communication

Upselling opportunities

Job description

Every memorable stay starts with a conversation. As one of our Reservations Sales Executives, you'll be the first point of contact for many of our clients, helping them find the right hotel for their needs across our portfolio of 41 hotels. Working by telephone and email, you'll guide customers from their initial enquiry through to a confirmed booking, delivering exceptional service while identifying opportunities to maximise revenue. Managing a portfolio of hotels across the UK, you'll take ownership of the entire booking journey, including proposals, contracts, invoicing and rooming lists. While the role focuses primarily on group reservations, you'll also support a small number of individual reservations and corporate meeting enquiries. Based at our Commercial Hub in Rugby, Northampton (NN6 7XR) and reporting to the Regional Reservations and Meetings Manager, this office is a supportive, fast-paced environment where no two days are the same. This role combines relationship building, sales, organisation and customer service, giving you the opportunity to make a real impact for both our clients and our hotels. You'll join a supportive and ambitious team at the Commercial Hub, celebrating success, sharing knowledge and working together to deliver outstanding results.

• Responding to a high volume of accommodation enquiries via telephone and email while delivering exceptional customer service.
• Guiding clients confidently through the booking process, including contracts and payment procedures.
• Using your knowledge of our hotels, promotions and services to recommend the best solution for each client and maximise conversion opportunities.
• Building strong relationships with clients, hotel teams and the wider commercial function to ensure a seamless customer experience.
• Taking ownership of each booking from enquiry through to confirmation, ensuring every detail is managed accurately.
• Contributing positively to a high-performing team, supporting shared goals, consistency and service excellence.
• Managing enquiry follow-up activity proactively, maintaining accurate pipeline records and ensuring timely responses to support conversion.
• Identifying upselling and cross-selling opportunities across bedrooms, meeting space and additional services to maximise total revenue per booking.

Please note: This is a central sales role based at our Commercial Hub. You'll support customers by telephone and email across our portfolio of 41 hotels throughout the UK rather than meeting clients face to face.

We're looking for someone who genuinely enjoys creating outstanding customer experiences and thrives in a fast-paced, target-driven environment. You'll be a confident communicator with excellent verbal and written skills, as you'll spend much of your day speaking with clients over the phone and via email. You're naturally organised, enjoy building relationships and take pride in delivering outstanding service from the very first conversation.

You'll also bring:

• A positive, enthusiastic attitude and the drive to convert enquiries into confirmed bookings.
• Proven sales experience, with confidence handling enquiries and closing business over the telephone and via email.
• The ability to understand each customer's requirements and create solutions that exceed expectations.
• Strong organisational skills with the ability to prioritise a busy workload and meet deadlines.
• Resilience, adaptability and a calm approach when plans change.
• A collaborative mindset and the desire to contribute to a supportive, high-performing team.

Kew Green Hotels is one of the UK's leading hotel management companies, operating a diverse portfolio of global brands. We're a people-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.

Our rewards package includes:

• Career development and access to funded apprenticeships
• Discounts on hotel stays and a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.