Reservations Agent

Reservations Agent - Louma Country Hotel

Overview:

As a Reservations Agent at Louma Country Hotel, you will be the first point of contact for all guest enquiries and bookings, ensuring each interaction is handled promptly, accurately, and with warmth. You will lead the reservations process, managing bookings, availability, and rates while providing essential guest information to relevant hotel departments. As an ambassador for our brand, you will ensure every guest receives an exceptional first impression and a seamless reservations experience that embodies the Louma ethos.

Key Responsibilities:

1. Reservations & Bookings

• Respond to enquiries via phone, email, website, and booking channels, efficiently converting them to confirmed bookings with clear communication.

• Manage all types of bookings (individual, group, event, retreat), including amendments, cancellations, and special requests.

• Prioritise and organise daily workload, ensuring prompt response to all enquiries.

• Consistently apply booking, deposit, and cancellation policies; process payments as per Financial Procedures.

• Proactively follow up on enquiries and quotations to maximise conversion rates.

2. Rates, Availability & Channels

• Maintain up-to-date availability, room inventory, and rates across all systems and channels, in line with Sales & Marketing guidance.

• Manage and update listings on online travel agents and channel managers, ensuring content and restrictions are correct.

• Alert the Head of Guest Relations to opportunities and risks related to occupancy and pick-up trends.

3. Guest Communication & Pre-arrival

• Communicate with guests post-booking and pre-arrival to confirm details, manage expectations, and ensure a smooth check-in process.

• Coordinate pre-booking of experiences, treatments, dining, and transfers; work closely with the Driver on guest arrivals and departures.

• Ensure accurate and timely communication of arrival information, VIP status, special requests, allergies, and accessibility needs to all relevant teams.

• Deliver clear, high-quality communication throughout the guest journey - from enquiry through post-visit.

4. Systems, Data & Reporting

• Demonstrate expertise in using CRM and property management systems to ensure accuracy and to support upselling.

• Adhere to GDPR and SOPs for collecting, storing, and using guest data.

• Generate regular reservation reports (occupancy, pick-up, conversion, cancellations, lead sources) for management review.

• Propose improvements to booking systems and related processes.

5. Experiences & Upselling

• Regularly promote Louma's activities, experiences, and events during reservation and pre-arrival communications.

• Identify and recommend upselling opportunities such as upgrades, packages, spa, and dining.

• Support Sales & Marketing teams with relevant market information on pricing, services, and competitors.

6. Health, Safety & Security

• Serve as a Competent Person, implementing and following health & safety policies, SOPs, and operations manuals.

• Help ensure secure access to hotel premises for the safety of guests, colleagues, and partners.

• Be knowledgeable in all fire, evacuation, and emergency procedures.

7. Training & Qualifications

• Essential: Proficiency with CRM/property management systems, Microsoft Office, basic accounting, and fire safety.

• Desirable: First Aid at Work, Basic Food Hygiene, experience with channel managers, and online travel agents.

• Prior reservations or front office experience in luxury hospitality is preferred.

8. Additional Requirements

• Willingness to work weekends and evenings as required.

• Maintain a presentable, cheerful, and polite demeanour, with high standards of personal hygiene and uniform care.

• Exhibit focus, enthusiasm, a proactive attitude, and the ability to work independently or as part of a team.

• Demonstrate excellent attention to detail and both written and verbal communication skills.

• Represent Louma’s values in all interactions.

• Carry out any other reasonable duties as assigned by the Head of Guest Relations.

Company Benefits

• Enhanced Pension Scheme

• Private Medical Insurance

• Private Dental Insurance

• Performance Related Bonus Scheme

• Annual Performance Review