Working with us provides great benefits, including:
* Access your pay as you earn it through our financial wellbeing platform ‘Wagestream,’ a tool that lets you track your earnings in real‑time, access a percentage of your pay as you earn it, learn easy tips for managing your money and save straight from your pay into pots for the future.
* Discounted Hotel Stays across our UK sites, and if you work for a branded venue, around the World!
* 50% off Food & Beverage at all our Hotels & F&B Venues
* Spa Discounts at our venues with a Spa
* Retail, Cinema & Leisure Discounts
* Development Opportunities via our ‘Grow with us’ initiative, including Apprenticeship opportunities, our Development Programmes, and more!
* Monthly ‘Star of the Month’ Awards
* ‘Recommend a Friend’ Incentive – Be rewarded for referring someone you know!
* Access to a confidential ‘Employee Assistance Programme (EAP)’ available 24/7, 365 days per year.
* Pension Scheme
* Other incentive programmes that run throughout the year
About the role…
* You will support reservations, meetings, and events from initial enquiry through to completion, ensuring a seamless and memorable experience at the venue. Working closely with internal teams, you will coordinate all details for guests, planners, hosts, and attendees, accurately inputting bookings into systems and following sales processes to convert enquiries into confirmed bookings for groups, meetings, conferences, social events, and weddings, supporting the Sales Office Manager and Reservations Executive.
You and your team will often be the first point of contact for guests choosing to stay at our venue, playing a key role in shaping their journey. You will anticipate guest needs, ensure all information is accurate and shared with relevant departments, and respond to calls, emails, and enquiries for room reservations, groups, and general information. Collaborating with the Sales, Meetings & Events, and Revenue teams, you will help maximise revenue, maintain accurate systems and data, and build strong relationships with repeat customers to position our hotels as their preferred choice.
* Deliver a warm, personalised guest experience by acknowledging loyal and returning clients, anticipating unspoken needs, recording preferences, and celebrating special occasions through thoughtful gestures.
o Manage enquiries from initial contact to confirmation, proactively upselling hotel facilities, packages, and add‑ons to position the hotel as the preferred booking choice.
o Create accurate, detailed quotes and bespoke packages where required, ensuring all client questions are answered and expectations clearly set.
o Support reservations and daily tasks at the hotel, handling enquiries and bookings via phone, email, face‑to‑face, and third‑party channels with accuracy and efficiency.
o Manage group, tour, wedding, meeting, and event enquiries, driving conversion of leads into confirmed bookings and ensuring all block bookings are fully organised prior to arrival.
o Maintain accurate reservations, inventory, rates, and promotions across all systems through regular checks, effective room allocation, and timely confirmations to maximise revenue.
o Act as a trusted point of contact for guests and clients, confidently resolving concerns or complaints with empathy and professionalism, escalating to management when required.
o Collaborate closely with Reservations, Sales, Revenue, and operational teams, ensuring clear communication, a strong “One Team” approach, and seamless delivery of guest and client requirements.
o Stay informed of promotions, events, and hotel activity to proactively respond to guest and client enquiries and identify potential opportunities or challenges.
o Follow enquiry handling procedures, brand standards, and service timeframes consistently, achieving high scores on test calls and bookings while effectively managing workload and priorities.
About you…
* Possess excellent communication skills. You’ll need to be a good co‑operator with a professional, warm, trusting and friendly approach, reacting to change in a positive way.
* Well informed about the market and industry.
* Flexible and adaptable, with the ability to stay calm under pressure, adapting your approach to complete routine and non‑routine tasks.
* High attention to detail and accuracy – great at managing one’s own time.
* Have a creative and innovative approach.
* Great team working skills whilst being comfortable and able to work alone.
* Strong communication skills through a variety of means including an excellent telephone manner and IT skills.
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