Hotel Reservations Agent

  • Job Reference: HEA1637
  • Date Posted: 20 June 2022
  • Recruiter: Heeton Hospitality UK
  • Location: Doubletree by Hilton Hotel Kensington, London (South West)
  • Salary: On Application
  • Bonus/Benefits: £24,000 plus retention bonus after 3 and 6 months and Hilton staff rat
  • Sector: Hotels
  • Job Type: Permanent

Job Description

As the Reservations Agent you will handle phone enquires from guests who wish to make a room reservation, so you will need a good understanding of the hotels rate strategy. You will also need to be able to spot upselling opportunities such as a meal in the dome or breakfast. You will also handle email enquiries and jump on to the front desk to support your Front Office team colleagues.

Your Day to Day

  • Take calls from guests and enter reservations in to the OnQ PMS system
  • Be the warm welcome that kicks off a memorable guest experience
  • Encourage guests to partake in the Hilton Honors loyalty program
  • Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
  • Handle cash and credit transactions
  • Support the front office team to both check and check out guests - following DoubleTree by Hilton brand standards
  • Stay one step ahead of guests' needs - record and act on their preferences, and handle their messages, requests, questions, and concerns
  • Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
  • Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed
  • Take pride in your appearance and place as a brand ambassador
  • Always know what events and activities are on the day's schedule
  • Jump into other ad-hoc duties when your colleagues need your help
  • Work closely with the sales team and Hotel Management team to understand the hotels rate strategy and have knowledge of current and future events

What we need from you

  • Excellent customer service skills
  • Excellent telephone communication skills
  • Hotel front office experience is required
  • Ability to negotiate rates
  • Ability to upsell by offering upgraded rooms, meals etc
  • Must speak and write fluent English.
  • Other languages preferred.


  • Staff Retention bonus payable after 3 and 6 months
  • Annual bonus scheme
  • Excellent staff hotel rates stays through Hilton Go

You must have the right to work in the UK and be living in London or able to commute to be considered for this role