Reservations Agent
Clermont Hotel Group Central Support Office
Contract: Full Time
Payment: Hourly
Salary: £13.95

Clermont Hotel Group offers a rich and diverse portfolio for a range of guest needs, and helps employees forge lasting and successful careers in hospitality. An experienced hospitality company, we offer a warm, guest-centred experience - but we are, at our heart, a people company and strive to connect personally with our guests, partners, investors, and colleagues to create an extraordinary experience for all.

With over 4000 rooms, 100+ event spaces, plus stylish bars and restaurants, our hotels have plenty of space for everyone to meet, sleep, and dine. All kinds of extraordinary, for all kinds of people.

What you'll be doing

As a Reservations Agent in our Reservations Sales Centre, you will be the first point of contact for guests seeking to book stays at our hotels. Your role will be integral to delivering exceptional customer service, turning inquiries into bookings and contributing to the overall success of our properties. You will handle reservations across multiple channels, ensuring a smooth and personalized booking experience for each guest.

Your ability to communicate effectively, provide information about our hotels, and recommend the best options will play a key role in driving revenue and ensuring guests are excited about their stay. Whether it's assisting with booking special requests or managing last-minute changes, your proactive and service-oriented approach will help deliver exceptional guest experiences every time.

• Taking inbound calls and managing online inquiries, assisting guests with making reservations for our hotels.
• Providing information about room availability, hotel services, promotions, and rates in a professional and friendly manner.
• Upselling additional services and packages to enhance the guest experience and increase revenue.
• Handling booking modifications, cancellations, and special requests with accuracy and efficiency.
• Maintaining up-to-date knowledge of hotel offerings, promotions, and local attractions.
• Ensuring that reservations are processed accurately and efficiently in our booking system.
• Working closely with the Front Office and Sales teams to ensure smooth coordination and seamless guest experiences.
• Meeting or exceeding booking targets and key performance indicators (KPIs).

What you'll bring

• Strong communication skills with the ability to engage with guests professionally and effectively.
• Previous experience in a customer service or reservations role, ideally within hospitality.
• Ability to work efficiently with booking systems, with a strong attention to detail.
• Proactive sales ability, with a focus on upselling and meeting targets.
• Positive attitude, with a commitment to delivering exceptional service.
• Ability to handle multiple tasks simultaneously while maintaining a high level of organization.
• Familiarity with reservation systems (such as Opera or similar) is a plus.

What you'll get in return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we'll take care of you at every step of your journey so that you can take care of our guests.

In fact, we're so committed to this that our 'People Promise' sets out how you can expect us to support you at every step of your application and your career with us. Whether that's your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We're here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing - You work hard, so we'll always help your money work hard for you! Some of the great things you can take advantage of include:

• Wage Stream - You'll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks - Savings on 1000's of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend - Earn up to £1000 when friends join our team
• Interest-Free Loans - Season ticket loans to make commuting easier

Mental & Physical Well-being - We're here to support your well-being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line - Free, confidential advice
• Be Well Platform - Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community - We're proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• 'Wonderful People' Awards - Monthly, quarterly, and annual recognition
• Social & Seasonal Events - Fun, inclusive celebrations
• People Council - A platform for every voice
• Paid Volunteering Days - Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.