Reservations Agent

About the role

Delano London, opening in late 2026, is a 67-room and suite hotel overlooking Kensington Gardens, part of Ennismore and a joint venture with Accor. As a Reservations Agent, you will handle room reservations and inquiries under the general guidance of the Assistant Reservations Manager, maximising room revenue through effective selling while keeping accurate records and high guest service standards.

Key responsibilities

• Handle reservation inquiries by phone, email, website and travel agencies, and process bookings, amendments, cancellations and special requests.
• Enter reservations correctly into the Property Management System (PMS) and keep room availability and inventory accurate.
• Provide details on room types, rates, packages, facilities and services, and upsell offers to increase room revenue.
• Verify payment methods, deposits and booking guarantees, and maintain guest profiles.
• Coordinate with Front Office, Revenue Management, Sales and housekeeping, and assist with group and corporate bookings.
• Prepare reservation reports, forecasts and occupancy updates, and follow up on pending reservations.
• Help manage waitlists and overbooking, reconcile reservation records, and support revenue optimisation and inventory controls.
• Build relationships with travel agents, wholesalers, OTA partners and corporate clients, and resolve guest complaints professionally.

Required profile

• Knowledge of hotel reservation systems such as Opera Cloud TARS, SynXis or similar.
• Understanding of room types, rates, packages, promotions and inventory management.
• Familiarity with reservation procedures, cancellation and amendment policies, and revenue management principles.
• Knowledge of payment methods, billing procedures and data protection requirements.
• Understanding of corporate, group, leisure and travel agent booking processes.

What we offer

• The chance to launch a hospitality brand in London and shape its culinary identity.
• A fast-growing international group and a creative, ambitious environment.
• Strong development opportunities and a supportive team culture.
• Colleague benefits, hotel stays and experiences across the wider group.