Room Reservations Agent

Lore Group; Greater London; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Dinner and drinks

Complimentary nights for employees

Employee rates for family

Friends and family rates

Lore Discovery discounts

Staff restaurant discounts

Health and wellness benefits

Job summary

Lore Group’s Sea Containers London and One Hundred Shoreditch are seeking a Reservations Agent to be the first contact for guests and to maximise bookings across both properties. You will manage reservations, provide expert advice and deliver a seamless, personalised service from inquiry to confirmation.

Reporting to the Reservations Supervisor, you’ll work with the Reservations teams to upsell room upgrades and packages while maintaining accurate records and secure handling of guest information.

Qualifications

• Passion for hospitality and guest experience.
• Excellent communication and interpersonal skills.
• Strong attention to detail and organisational abilities.
• Confidence in a fast-paced, customer-focused environment.
• Commercial mindset with ability to identify sales opportunities.
• Comfort learning and using reservation systems.
• Positive, collaborative attitude and eagerness to develop in hospitality.

Responsibilities

• Manage incoming reservations via phone, email and online channels across both hotels.
• Accurately process new bookings, amendments and cancellations using hotel reservation systems.
• Provide guests with information on room types, rates, packages and hotel facilities.
• Deliver outstanding customer service, handling enquiries and resolving reservation-related issues with professionalism and care.
• Identify upselling opportunities, including upgrades and packages to enhance guest experience and drive revenue.
• Maintain accurate reservation records and ensure guest information is handled securely.
• Collaborate with colleagues across departments to ensure smooth communication and guest journeys.
• Support departmental goals through teamwork and continuous learning.

Skills

Hospitality

Communication

Organisation

Sales opportunities

Tools

Reservation systems

Job description

A lifestyle Hotel based on London’s eccentric South Bank. With 354 bedrooms, award-winning food and drink outlets and an electric energy, Sea Containers London is a destination where glamour meets brutalism – and it’s your London anchor on the River Thames.

On Shoreditch High Street, One Hundred Shoreditch is an independent spirit that sits at the social heart of evolving Shoreditch - with 258 bedrooms and suites, five event spaces, and a line-up of food and drink that moves from day to night.

TheReservationsAgent - 12 Month FTC

Join two of London’s most exciting lifestyle hotels and become the first point of contact for guests planning their stay. As a Reservations Agent , you’ll play a vital role in delivering exceptional guest experiences by managing room reservations, providing expert advice, and maximising booking opportunities across both properties.

Reporting to the Reservations Supervisor , you’ll work closely with the Reservations teams to ensure every guest receives a seamless and personalised service from the moment they enquire.

What You’ll Be Doing

• Manage incoming reservations via phone, email and online channels across both hotels.

• Accurately process new bookings, amendments and cancellations using hotel reservation systems.

• Provide guests with information on room types, rates, packages, promotions and hotel facilities.

• Deliver outstanding customer service, handling enquiries and resolving reservation-related issues with professionalism and care.

• Identify upselling opportunities, including room upgrades, packages and additional services, to enhance the guest experience and drive revenue.

• Maintain accurate reservation records and ensure guest information is handled securely and confidentially.

• Collaborate with colleagues across departments to ensure smooth communication and exceptional guest journeys.

• Support departmental goals through teamwork, continuous learning and a proactive approach.

What We’re Looking For

• A passion for hospitality and creating memorable guest experiences.

• Excellent communication and interpersonal skills.

• Strong attention to detail and organisational abilities.

• Confidence working in a fast-paced, customer-focused environment.

• A commercial mindset with the ability to identify sales opportunities.

• Comfort learning and using reservation and property management systems.

• A positive, collaborative attitude and eagerness to develop within a hospitality career.

Salary - £27,130 + Service Charge & Benefits

At Sea Containers London we are committed to giving our employees the skills and support required to deliver extraordinary experiences, and most importantly, to grow in their careers. On top of this we also like to offer our teams a wide range of benefits including:

• Guest experience including dinner and drinks

• 6 complimentary nights a year at any Lore Group hotel

• Lore Group Employee & Immediate Family Rates

• Lore Group Friend and Family Rates

• 50% Employee discount and 25% Friends and Family discount at over 800 partner hotels via Lore Discovery

• 50% discount in Lore Group restaurants and bars

• Discounts in our spa and cinema

• Contribution towards Health - Cash Plan

• 2 days paid volunteering leave per year

• Life Assurance

• Length of service incentives (additional holiday)

• Bespoke training programmes

• Free meals on duty

• Incentives such as Ride-to-Work and season ticket loan

• Quarterly employee award ceremony and company staff parties

• Employee assistance programme

Location: London