Reservation Agent

About the role

The Reservation Agent will be the first point of contact for guests making individual and group bookings at the Mercure London Earls Court hotel. You will ensure reservations are accurately recorded, confirmed and managed throughout the guest stay, supporting both the front‑desk and sales teams.

Key responsibilities

• Handle inbound reservation enquiries via phone and email, providing prompt confirmations.
• Create, modify and cancel individual and group bookings in line with hotel policy.
• Manage group blocks, inventory, payments and rooming lists, preparing group information sheets when required.
• Process pre‑payments, vouchers and special requests, ensuring accurate billing.
• Maintain a precise filing system for all reservation correspondence.
• Communicate with other departments regarding VIP, complimentary rooms and special guest needs.
• Address guest complaints and enquiries professionally, escalating to the Manager on Duty when necessary.
• Promote the Accor loyalty programme and upsell hotel facilities and services.

Required profile

• Good knowledge of the full reservation and group‑booking process.
• Strong attention to detail and ability to follow hotel policies.
• Excellent communication skills, both written and verbal.
• Customer‑focused attitude with a problem‑solving mindset.

Required skills

• Proficiency in handling reservation software and booking systems (specific platforms not listed).
• Ability to manage payments, cancellations and rooming lists accurately.

What we offer

• Employee benefit card with discounted rates at Accor hotels worldwide.
• Free and delicious meal breaks while on duty.
• Opportunities to develop within a large, internationally recognised hospitality group.