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:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 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