Reservations Agent

Job Description

• Handle all reservation enquiries via phone, email, and online channels with professionalism and luxury‑aligned service
• Convert enquiries into confirmed bookings through personalised recommendations and confident product knowledge
• Maintain accurate guest profiles, ensuring preferences, requests, and loyalty details are captured correctly
• Coordinate with Front Office, Sales, and Revenue teams to support smooth operations and guest satisfaction
• Manage room allocations and special requests with attention to detail and operational awareness
• Support VIP and special‑attention bookings, ensuring bespoke arrangements and flawless communication
• Process payments, deposits, and billing information in line with Fairmont and UK financial procedures
• Respond to guest queries regarding rates, packages, availability, and hotel facilities
• Promote upsell opportunities including room upgrades, dining experiences, spa treatments, and special packages
• Ensure accuracy of all reservations data within the PMS and booking systems
• Assist with group reservations, events blocks, and corporate bookings as required
• Support service recovery by resolving booking issues with discretion and confidence
• Participate in daily briefings to stay informed on occupancy, promotions, and operational priorities
• Uphold Fairmont grooming, communication, and service standards at all times
• Contribute to a positive, collaborative, and guest‑focused environment within the Reservations and Front Office teams

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

Qualifications

• 1 year of experience in reservations, Front Office, call centre, or guest‑facing luxury hospitality roles
• Strong communication and telephone etiquette with a polished, professional presence
• Experience with hotel systems such as Opera Cloud PMS or similar (training can be provided)
• Excellent organisational skills and meticulous attention to detail
• Confidence handling payments and guest data in line with GDPR and financial procedures
• Understanding of UK hospitality standards and luxury service expectations
• Ability to multitask in a fast‑paced, high‑volume reservations environment
• Additional languages advantageous for an international clientele
• A passion for luxury hospitality and creating memorable guest experiences

Additional Information

What is in it for you?

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
  • 20% off food and beverage in on-site restaurants
• Colleague restaurant
• Being part of The Mere Team – our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people