Reservations Team Member
Sutton Hotel Collection
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Benefits offered by this job
Job summary
The Sutton Hotel Collection in Windsor is seeking a commercially minded Central Reservations Team Member to drive revenue across three hotels. You will handle enquiries, convert bookings and ensure a seamless, brand-aligned experience for guests.
Ideal candidates have reservations or front office experience, enjoy sales, meet targets, and value accuracy and service excellence. Join a team that values learning, wellbeing, and career development.
Qualifications
- Experience in hotel reservations or front office roles.
- Strong telephone sales and upselling capability.
- Excellent written communication with attention to tone and detail.
- Highly accurate with strong administrative organisation.
Responsibilities
- Handle telephone enquiries and convert inquiries through product knowledge and upselling.
- Manage reservations inboxes and OTA messages with timely, brand-aligned responses.
- Support group enquiries, prepare proposals, coordinate pricing with Revenue, and follow up to convert business.
- Complete pre-arrival checks (1, 3 and 5 days prior) and verify rates, packages and guest details.
- Process prepayments, manage no-shows and ensure bookings comply with rate conditions.
- Maintain records across PMS and distribution systems in line with revenue strategy.
- Collaborate with Revenue, Sales, Reception, Finance and M&E to ensure seamless guest delivery.
- Contribute to departmental targets including revenue, ADR, occupancy and conversion.
Skills
Tools
Job description
The Sutton Hotel Collection is part of Sir Richard Sutton Ltd, a family-owned business, where our people are our family. We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best in class benefits for our team. We give you the opportunity to grow within an organisation committed to excellence, people development and building a beautiful legacy for the future. We aim to create environments where teams feel supported, trusted and proud of the experience they create together.
The Sutton Hotel Collection is part of Sir Richard Sutton Ltd, a family-owned business, where our people are our family. We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best in class benefits for our team. We give you the opportunity to grow within an organisation committed to excellence, people development and building a beautiful legacy for the future. We aim to create environments where teams feel supported, trusted and proud of the experience they create together.
The Sutton Hotel Collection is part of Sir Richard Sutton Ltd, a family-owned business, where our people are our family. We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best in class benefits for our team. We give you the opportunity to grow within an organisation committed to excellence, people development and building a beautiful legacy for the future. We aim to create environments where teams feel supported, trusted and proud of the experience they create together.
We’re looking for a commercially minded and guest-focused Central Reservations Team Member to join our team in Windsor. This is an exciting opportunity to play a direct role in driving revenue across three hotels while delivering a seamless, brand-aligned booking experience.
You’ll be at the heart of our guest journey – converting enquiries, maximising room and group revenue, and ensuring every interaction reflects the quality and character of our hotels. This role is ideal for someone with hotel reservations or front office experience who enjoys sales, thrives on targets, and takes pride in accuracy and service excellence.
- Handling telephone enquiries confidently, maximising conversion through strong product knowledge and proactive upselling
- Managing reservations inboxes and OTA messages, ensuring timely, professional, brand-aligned responses
- Supporting group enquiries, preparing proposals, coordinating pricing with Revenue, and following up to convert business
- Completing detailed pre-arrival checks (1, 3 and 5 days prior), verifying rates, packages and guest details
- Processing prepayments, managing no-shows, and ensuring bookings comply with rate conditions
- Maintaining accurate records across PMS and distribution systems in line with revenue strategy
- Collaborating closely with Revenue, Sales, Reception, Finance and Meeting & Events teams to ensure seamless guest delivery
- Contributing to departmental targets including revenue, ADR, occupancy, and conversion performance
- Previous experience in hotel reservations, front office, or a guest-facing hospitality role
- Confident telephone sales skills with a natural ability to upsell and convert enquiries
- Excellent written communication skills with strong attention to tone and detail
- High levels of accuracy and strong administrative organisation
- Commercial awareness and an understanding of revenue-focused sellingComfortable using hotel PMS and Microsoft Office systems (experience with Infor, Duetto or similar is advantageous)
- A positive, professional, and collaborative approach
- Ability to manage multiple tasks while maintaining quality and pace
- Opportunities to learn, grow, and develop
- Strong values and a commitment to wellbeing
- A caring, inclusive working environment
- The chance to make a meaningful impact in your role
You’ll be part of a business that values people and invests in their success.
- Free and discounted hotel breaks - From the first day of service, you can benefit from a free break of one/two days in any Sutton Hotel Collection hotel, in a 12-month period. Additionally you, your family and your friends are also entitled to discounted stays across all of our hotels and dining in our restaurants.
- Heka benefits platform – your access to Heka begins from day one and is pre-loaded with a balance of £150 to use against a wide range of wellness focussed products, experiences and schemes including health cash plans and gym memberships.
- Salary sacrifice schemes including cycle to work, tech and electric vehicles (T&Cs apply)
- Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers)
- Loyalty awards, annual social and celebration events.
- Learning and Development - An extensive range of training opportunities are available to facilitate your personal development.
- Wisdom Wellbeing - A confidential service offering CBT therapy, up-to-date information, support and advice on a broad range of subjects.
- Subsidised Learning Courses - We encourage your learning and development so would like to contribute to courses you would like us to explore.
We also provide you with all the basic benefits such as free nutritious and tasty meals on duty, and complimentary on-site parking (where available).
Everything we do is shaped by our four values: Purposeful, Excellent, Able, and Knowledgeable. These guide how we work with each other, support our guests and customers, and contribute to the long-term success of SRSL.
We welcome applicants from all backgrounds and experiences. If you need adjustments at any stage of the recruitment process, please let us know — we are happy to support you.
SRSL is committed to responsible and sustainable operations. All colleagues contribute to creating a positive environmental and social impact across our business.
All applicants must have the right to work in the UK. We will ask for proof of this during the recruitment process.
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