Job title: Reservations Agent

Job Description

  • Location: West Dorset, England

  • Salary: £28,000 to £30,000 per annum, depending on experience

  • Contract: Full-time, permanent

  • Working Pattern: Full-time, with occasional evening and weekend work to meet business needs

  • Reporting To: Head of Guest Relations

  • Right to Work: Existing right to live and work in the UK required

Overview

Oplu is leading the search for a Reservations Agent to join the Guest Relations department of an established luxury country hotel and wellness retreat set within a working estate in West Dorset.

The Reservations Agent is the first point of contact for every enquiry and booking, from initial contact through to confirmed stay.

Reporting to the Head of Guest Relations, the successful candidate will oversee daily reservations, manage room availability and rates, and ensure that every department has the information required to deliver a seamless guest experience.

This is an opportunity to play a key role in the guest journey at a distinctive luxury hospitality destination.

Who This Role Suits

This position is ideally suited to an experienced Reservations Agent or Front Office professional from a luxury hotel, resort or country-house hospitality background.

The successful candidate will be confident managing bookings, availability, rate parity and online travel agent (OTA) channels, with strong communication skills and experience using property management systems.

We are looking for someone warm, precise, proactive and genuinely interested in delivering exceptional guest experiences.

Attention to detail is essential. Every enquiry should be handled promptly, every reservation accurately recorded, and every relevant department properly briefed ahead of guest arrivals.

Key Responsibilities

Reservations and Bookings

  • Manage enquiries received by telephone, email, website and booking channels, converting them into confirmed reservations.

  • Handle individual, group, event and retreat bookings, including amendments, cancellations and special requests.

  • Ensure all enquiries receive prompt, professional responses and accurate information.

  • Apply booking, deposit and cancellation policies consistently.

  • Process booking payments in accordance with established financial procedures.

  • Proactively follow up on enquiries and quotations to maximise booking conversion.

Rates, Availability and Booking Channels

  • Maintain accurate room availability, inventory and rates across all reservation systems and distribution channels.

  • Ensure pricing aligns with the agreed strategy established by Sales and Marketing.

  • Manage online travel agent listings and channel manager systems, maintaining accurate content, rates and booking restrictions.

  • Monitor occupancy trends, booking pick-up and potential revenue opportunities.

  • Highlight booking risks and commercial opportunities to the Head of Guest Relations.

Guest Communication and Pre-Arrival Planning

  • Communicate with guests following reservation and ahead of arrival to confirm booking details and requirements.

  • Coordinate dining reservations, spa treatments, experiences, activities and transfers to help create personalised guest itineraries.

  • Liaise with the Driver regarding guest arrivals and departures where required.

  • Ensure accurate information regarding VIP guests, special requests, allergies and accessibility requirements is communicated to relevant departments.

  • Maintain exceptional communication throughout the guest journey, from initial enquiry to post-stay follow-up.

Systems, Data and Reporting

  • Maintain proficiency in the hotel's CRM and property management systems, ensuring accurate booking records and guest information.

  • Use reservation systems effectively to improve accuracy, efficiency and upselling opportunities.

  • Ensure guest data is collected, stored and managed in accordance with GDPR and standard operating procedures.

  • Prepare regular reservations reports covering occupancy, booking pick-up, conversion rates, cancellations and lead sources.

  • Identify opportunities to improve booking processes, systems and guest communication.

Guest Experiences and Upselling

  • Promote the hotel's experiences, activities and events programme during reservations and pre-arrival communication.

  • Identify opportunities to recommend room upgrades, packages, spa treatments, dining and other experiences.

  • Work collaboratively with Sales and Marketing, providing relevant insights on pricing, guest preferences and competitor offerings.

  • Contribute to revenue performance through thoughtful, guest-focused recommendations.

Health, Safety and Security

  • Follow the company's Health and Safety Policy, standard operating procedures and relevant risk assessments.

  • Support the management of access to the property and designated areas to maintain guest and staff safety.

  • Understand and follow fire safety, evacuation and emergency procedures.

  • Maintain a professional approach to guest confidentiality and information security.

Requirements

Must-haves

  • Previous reservations or front-office experience, ideally within luxury hospitality.

  • Proficiency in CRM and property management systems.

  • Confidence using Microsoft Office applications and basic accounting procedures.

  • Excellent attention to detail and strong organisational skills.

  • Clear, professional written and spoken communication.

  • A proactive, enthusiastic approach, with the ability to work independently and collaboratively.

  • Existing right to live and work in the UK.

Strong Advantage

  • Previous experience managing online travel agent (OTA) listings and channel manager systems.

  • First Aid at Work certification.

  • Basic Food Hygiene qualification.

  • Previous experience in luxury hotels, country-house properties or wellness retreats.

Personal Attributes

  • Warm, welcoming and professional in every guest interaction.

  • Highly organised, accurate and detail-oriented.

  • Calm and composed under pressure.

  • Confident handling multiple enquiries and competing priorities.

  • Proactive, resourceful and comfortable taking initiative.

  • Strong team player with excellent interpersonal skills.

  • Well-presented, cheerful and polite, maintaining high standards of personal hygiene and professional appearance.

  • Flexible to accommodate occasional evening and weekend work.

Application Process

Apply confidentially via the form on this page.

Only shortlisted candidates will be contacted. If you do not hear from us within 14 days, please consider your application unsuccessful on this occasion.