Job description
RESERVATION AGENT

About Montcalm Collection

United by timeless style and peerless service, the Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. Architecture and style may change, but classic hospitality stands the test of time: expect an enduring welcome from our team. We are proud of our past, but even more excited for our future.

Discover the hotels in the collection. Our historic brewery reimagined as a vibrant modern hotel: The Montcalm at The Brewery. Our Georgian charmer with an artful modern spirit: The Montcalm Marble Arch. Our storied city-slicker, housed in the former headquarters of the Royal Mail: The Montcalm Royal London House. Our duo of mindful hotels which set a slower pace: Inhabit Southwick Street and Inhabit Queen’s Gardens.

Overview

Montcalm Collection is looking for a skilled and detail-oriented Reservation Agent to join our team. You will play a pivotal role by handling reservations with accuracy and efficiency, ensuring an exceptional experience for our guests from the moment of booking.

Join our amazing and diverse team and grow your career with Montcalm Collection. You will help to shape the Montcalm Collection’s next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

Benefits
• Collaborative and empowering team dynamics.
• Pathways for promotions and growth within the brand.
• Recognition and Rewards Program.
• Access to an array of discounts via our Benefits Platform.
• Comprehensive training through Certified Classroom and E-Learnings.
• 28 holidays annually, inclusive of 8 bank holidays. Additional holidays post 2-year tenure.
• Health incentives: Cash-back on optical, dental, chiropractic, and physio services.
• Concession on gym memberships.
• Nutritious meals provided during shifts.
• Complimentary dry-cleaning service for uniforms.
• Inclusive pension schemes.

Key Responsibilities
• Handling guest reservations via phone, email, and online booking systems with accuracy and efficiency.
• Providing exceptional customer service, answering inquiries, and addressing any reservation-related concerns.
• Maintaining up-to-date knowledge of room rates, packages, promotions, and hotel services.
• Ensuring all reservations are entered accurately into the system and special requests are communicated to the appropriate departments.
• Managing room inventory and maximizing occupancy rates.
• Processing cancellations, amendments, and no-shows according to hotel policies.
• Identify opportunities to upsell rooms, packages, or add-on services to guests during the reservation process.
• Preparing daily and monthly reservation reports for management review.
• Following up with guests to confirm bookings and provide additional information as needed.
• Continuously updating knowledge of hotel services, local attractions, and current trends in the hospitality industry.

Essential Qualifications
• Previous experience in a reservations preferably in luxury serviced apartments or hotels.
• Excellent level of spoken and written English.
• Fluency in additional languages besides English is advantageous.
• Excellent communication and interpersonal skills.
• Passion for hospitality and a commitment to delivering exceptional guest experiences.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Knowledge of Opera
• Previous experience in a reservation role in a hotel environment is preferred.
• Knowledge of Opera or other hotel reservation systems is an advantage.
• Customer-focused with a proactive approach to solving issues.

Eligibility

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.