Reservations Specialist

Hand Picked Hotels Ltd; Yarm; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

28 days holiday

Onsite parking

Employee assistance

Pension

Life assurance

Job summary

Hand Picked Hotels is seeking a Reservations Specialist at our Group Reservations Office, based at Crathorne Hall Hotel in Yarm. You will manage leisure and spa enquiry handling, bookings with precision, and maintain accurate booking records to ensure a seamless guest experience.

The role requires impeccable telephone etiquette, a proactive approach, and strong knowledge of Opera, diary management, and GDPR.

Qualifications

• Excellent communication skills with guests and colleagues.
• Experience handling and coordinating reservations in a hotel or conference setting.
• Knowledge of GDPR and data protection in reservation handling.

Responsibilities

• Handle leisure and spa reservation enquiries and bookings with accuracy.
• Manage guest communications, coordinate requests, and maintain booking records for a seamless experience.
• Deliver exceptional service with impeccable telephone etiquette and proactive approach.
• Work a 40-hour week, 5 days out of 7, including weekends; flexible hours where possible.

Skills

Communication

Diary management

GDPR knowledge

Tools

Opera

Job description

Hand Picked Hotels

Reservations Specialist – Hand Picked Hotels Group Reservations Office

Location: Crathorne Hall Hotel, Yarm, Yorkshire.

Salary: Starting at £14.10 per hour + excellent colleague benefits

Job Type: Full-time | Permanent | 5 days out of 7

Come and join our Team...

We are currently seeking a knowledgeable and enthusiastic Reservations Specialist at our Group Reservations Office, part of Hand Picked Hotels.

Based within the elegant grounds of Crathorne Hall Hotel, our Group Reservations department plays a vital role in creating seamless and memorable experiences for our guests. From handling and responding to guest enquiries this dynamic team ensures every detail is perfectly handled.

As a member of our team, you will help create unforgettable moments for guests as they explore our tranquil parkland, celebrate special events, and enjoy our personalised service, with an emphasis on service excellence & consistency.

If you're passionate about hospitality, thrive in a supportive environment, and enjoy making a real difference to someone’s stay, Hand Picked Hotels Group Reservations Office offers an inspiring place to grow your career.

What will the role involve?

Join our luxury hotel group as a Reservations Specialist, where you will deliver exceptional service while managing leisure and spa reservation enquiries and bookings with precision and attention to detail. In this role, you will handle guest communications, coordinate reservation requests and maintain accurate booking records to ensure a seamless guest experience.

With impeccable telephone etiquette and a proactive approach, you will help drive departmental success and uphold our commitment to luxury hospitality.

This is a full-time role working 5 days out of 7 on a rota basis including weekends, 40 hours per week, which may vary depending on business.

Flexible working hours can be accommodated where possible.

What’s in it for you?

• A competitive hourly rate of £14.10
• A welcoming, inclusive culture where long-term friendships and diversity are celebrated.
• Ongoing career development with in-house and external training, including apprenticeships and industry-recognised courses.
• 28 days holiday per year including bank holidays, increasing to 33 days including bank holidays with length of service.
• Free onsite parking.
• Access to wellbeing support through our Employee Assistance Programme.
• Company pension, enhanced sick pay & Life assurance scheme.
• Online retail discount platform offering thousands of savings with high street retailers and restaurants as well as a health and well-being platform.
• Discounted stays in our hotels and on food, drink, spa treatments & products.
• Annual loyalty awards (like afternoon teas and overnight stays).
• Introduction bonus for new colleague recommendations.
• Colleague of the Quarter awards, which leads to our annual awards ceremony.
• Regular team gatherings and appreciation events.

Are you Hand Picked?

• We are looking for proactive and enthusiastic candidates that have a willing attitude and a welcoming and friendly nature. We thrive on excelling together to ensure as a team we deliver service, excellence and consistency, fostering a culture of collaboration, partnership & teamwork.
• You will have passion and pride in delivering exceptional, high-quality, personalised service to ensure our guests experiences are memorable.
• You will have strong industry experience — current Reservations experience in a hotel or conference environment, excellent communication skills, and solid knowledge of Opera, diary management, and GDPR.
• You will have a highly organised, methodical, and self‑reliant approach, using your initiative to achieve sales objectives while maintaining exceptional service standards.

Who we are…

Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE, and today still remains a family-owned group which has 21 unique luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location from Scotland to the Channel Islands, offering breathtaking views from vast countryside to expansive beaches, to lush woodlands.

Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel. Whilst each hotel is individual, each property fulfils the company values of family, individuality, community and care, with a team commitment to aiming higher and delight their guests with magical experiences that offer a true escape from the every day.

Hand Picked Hotels are committed to protecting the environment for a sustainable future, and all of our hotels have received the ‘Green Tourism’ accreditation. A Recognition of our progress in reducing energy use and waste, supporting biodiversity, and sourcing responsibly from local and ethical partners.

Hand Picked Hotels is an Equal Opportunities employer. Candidates must be eligible to live and work in the UK.