Do you thrive on delivering exceptional guest experiences from the very first interaction? As a
Reservation Agent
, you'll be the friendly, knowledgeable first point of contact at The Grove—welcoming potential guests by phone, email, or webchat and ensuring every booking begins with a touch of five-star care.
About the Role:
* Handle enquiries across phones, emails, and webchat with professionalism and warmth.
* Work closely with hotel departments—Meetings & Events, Spa, Golf, Activities, F&B, and Accounts—to coordinate bookings and deliver a seamless guest journey.
* Adapt quickly to internal systems to manage reservations efficiently.
* Support the delivery of a high-quality guest experience from initial enquiry through to arrival.
Key Responsibilities
* Respond swiftly and courteously to all booking enquiries.
* Coordinate across departments to confirm and optimize guest arrangements.
* Maintain accurate reservation records in Opera or similar systems.
* Communicate clearly and professionally by phone and email.
* Flexibly cover shifts—including weekends and rota-based scheduling. Typical shifts are 8.30 – 17.00, 09.00 – 17.30 and 09.30 – 18.00.
What We're Looking For
Essential:
* A team player with a genuine passion for hospitality and guest satisfaction.
* Excellent communication skills—both written and verbal.
* Adaptability and aptitude for quickly learning reservation and booking systems.
* A friendly, professional approach to guest interactions.
* Ability to multitask under pressure
Desirable:
* Prior experience working with Opera Cloud, SevenRooms and Trybe.
* Previous reservations or customer-facing experience in a luxury 5 star hospitality environment.