Montcalm Collection
At Montcalm Collection, we believe that timeless style
and genuine hospitality are more than just values, they’re a way of life. Our
people are the heart of our hotels: passionate individuals working together as
a team, united by an unwavering commitment to providing first-class personal
service.Our collection spans some of London’s most storied
buildings, from elegant Georgian townhouses and an 18th-century brewery to a
historic head office and a contemporary architectural landmark. Each hotel has
its own unique story, and within everyone, our team creates unforgettable
experiences for our guests.
While our walls speak of history, it’s our people,
their ambition, and their creativity that shapes our future.
Join us, and become part of a culture that celebrates
individuality, nurtures potential, and upholds the very highest standards of
the art of hospitality.
Overview
The Reservation Agent plays a
key role in ensuring a seamless and positive guest experience from the moment
of booking. Responsible for managing reservations accurately and efficiently,
the role supports the overall revenue and occupancy goals of the hotel while
maintaining high service standards. Acting as a trusted ambassador for the
Montcalm Collection, the Reservation Agent will handle enquiries across various
channels, provide personalised service, and promote available packages and
upgrades. This position is ideal for someone with strong attention to detail,
excellent communication skills, and a passion for delivering exceptional guest
service within a luxury environment.
Key Responsibilities
·Handle guest reservations via phone, email, and
online booking systems with accuracy and efficiency.
·Provide exceptional customer service,
addressing enquiries and resolving booking-related concerns.
·Maintain up-to-date knowledge of room types,
rates, packages, and promotions.
·Ensure all reservations and guest requests are
accurately recorded and communicated to relevant departments.
·Manage room inventory effectively to optimise
occupancy levels.
·Process cancellations, amendments, and no-shows
in accordance with company policy.
·Identify and pursue upselling opportunities
during the booking process.
·Prepare daily and monthly reports for
management review.
·Follow up with guests to confirm bookings and
share relevant information.
·Maintain awareness of hotel offerings, local
attractions, and hospitality trends.
This
job description sets out the main responsibilities related to the role at
Montcalm Collection. It is not intended to be exhaustive, and duties may be
varied from time to time as required by management to meet the needs of the
business.
Skills & Qualifications
·Previous experience in reservations, ideally
within a luxury hotel or serviced apartment environment.
·Strong written and verbal communication skills
in English; additional languages advantageous.
·Excellent attention to detail and
organisational abilities.
·Passion for hospitality and commitment to
delivering memorable guest experiences.
· Ability to work effectively both independently
and as part of a team.
·Proficiency in Opera or similar hotel
reservation systems.
·Customer-focused mindset with a proactive and
solution-oriented approach.
Working Conditon
·Full-time role based at Montcalm Collection,
London.
·Office-based with potential cross-property
support within the Collection.
·Flexibility required for shift patterns,
weekends, and public holidays.
·A professional, inclusive, and team-oriented
working environment.
Benefits
* Competitive salary.
* A supportive, empowering team environment.
* Benefits platform with various discounts.
* 28 holidays including eight bank holidays, with more holidays after two-year service.
* Cash-back health benefits, including optical, dental, chiropractor and physio services.
* Discounted gym membership.
* Access to Wellbeing platform and sessions, including EAP.
* Awards and Recognition Programme.
* Annual parties.
* Regular and ongoing training and development, including leadership workshops.
* Enjoy a paid day off to celebrate your birthday – because your special day matters!
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.
Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.