Reservations Agent

Job Description

Under the general guidance of the Assistant Reservations Manager, the Reservations Agent is responsible for handling room reservations and inquiries in a professional, efficient, and guest-focused manner.

This role involves maximizing room revenue through effective selling techniques, ensuring accurate reservation processing, and delivering exceptional guest service while maintaining brand standards.

YOUR KEY RESPONSIBILITIES:

• Handle all guest reservation inquiries via phone, email, website, and travel agency channels.
• Process new bookings, amendments, cancellations, and special requests accurately.
• Ensure all reservations are entered correctly into the Property Management System (PMS).
• Provide detailed information about room types, rates, packages, hotel facilities, and services.
• Maximize room revenue through upselling and promotion of hotel offers.
• Monitor room availability and maintain inventory accuracy.
• Verify payment methods, deposits, and booking guarantees according to hotel policies.
• Coordinate with Front Office, Revenue Management, Sales, and housekeeping teams regarding guest requirements.
• Maintain guest profiles and update guest information in the reservation system.
• Follow up on pending reservations and respond promptly to guest requests.
• Assist with group bookings and corporate reservations when required.
• Prepare reservation reports, forecasts, and occupancy updates.
• Ensure compliance with brand standards, hotel policies, and data protection requirements.
• Resolve reservation-related issues and guest complaints professionally.
• Achieve departmental service quality and productivity targets.

YOU WILL ALSO ASSIST ON:

• Reviewing daily arrivals and departures.
• Managing waitlists and overbooking situations according to hotel procedures.
• Reconciling reservation records and ensuring data accuracy.
• Supporting revenue optimization strategies and inventory controls.
• Maintaining effective communication with travel agents, wholesalers, OTA partners, and corporate clients.

• Delivering exceptional guest service at every interaction.
• Anticipating guest needs and providing personalized solutions.
• Handling VIP, repeat guest, and special occasion bookings with attention to detail.
• Building positive relationships with guests to encourage repeat business.

Qualifications

• Knowledge of hotel reservation systems (Opera cloud TARS, SynXis, or similar).
• Understanding of hotel room types, rates, packages, promotions, and inventory management.
• Knowledge of reservation procedures, booking policies, cancellations, and amendments.
• Familiarity with revenue management principles and upselling techniques.
• Understanding of guest service standards and hospitality industry practices.
• Knowledge of payment methods, billing procedures, and data protection requirements.
• Awareness of hotel facilities, services, local attractions, and transportation options.
• Understanding of corporate, group, leisure, and travel agent booking processes.

What's in it for you...

• The opportunity to launch a visionary hospitality brand in London and shape its culinary identity.
• Join a fast-growing international group focused on building a global hospitality brand.
• A creative, ambitious environment where innovation and excellence are encouraged.
• Be part of a passionate team building a strong portfolio of hospitality concepts.
• Strong development opportunities.
• At Delano London, innovation, excellence and guest-centricity are core. The culture is collaborative and inspiring, with values rooted in authenticity, sophistication and redefining luxury hospitality

Additional Information

Why Delano London?

Be part of the team bringing an iconic brand into its next chapter. At Delano London, personality counts, ideas are welcomed and everyone plays a part in creating something memorable. We work hard, make it fun and look out for one another, with opportunities to learn, grow and build meaningful relationships across Delano, Ennismore and Accor.

Alongside a supportive and creative team culture, you’ll have access to a range of colleague benefits, hotel stays and experiences across the wider group, and the opportunity to work within a global community of distinctive lifestyle and hospitality brands.