Reservations Agent

Join Our Team at Louma Country Hotel

At Louma Country Hotel, we are passionate about creating exceptional guest experiences through outstanding food, hospitality and service. We are looking for a motivated, organised and enthusiastic Reservations Agent team member to join our market-leading operation and play a key role in delivering a seamless, personalised guest journey from the initial enquiry through to departure.

About the Role

As a Reservations Agent team member, you will be responsible for handling guest enquiries, reservations and guest communications professionally and efficiently, ensuring accurate and seamless communication between guests and the wider hotel team. You will play an important role in creating a personalised guest journey, from the initial enquiry through to arrival and throughout their experience at Louma Country Hotel.

You will also play a key role in maximising revenue through proactive upselling and promotion of our Experiences & Activities, including Wellness & Spa, food and beverage offerings and other guest experiences. By understanding each guest’s needs and preferences, you will confidently recommend relevant experiences and opportunities to enhance their stay while supporting the hotel's commercial objectives.

Key Responsibilities

• Manage incoming enquiries by telephone, email and other booking channels in a professional, friendly and timely manner.

• Take accurate reservations, ensuring all relevant guest information, booking details, dietary requirements, allergies, preferences and special requests are recorded correctly.

• Maintain an up-to-date knowledge of the hotel's F&B offering, menus, pricing, availability, Experiences & Activities, Wellness & Spa and special offers.

• Provide guests with accurate, engaging and personalised information about Louma Country Hotel and confidently recommend suitable offerings based on their individual needs and interests.

• Proactively upsell and promote Experiences & Activities, including Wellness & Spa, F&B and other hotel offerings, to maximise revenue and enhance the overall guest experience.

• Identify opportunities to add value to guest stays through personalised recommendations, upgrades, experiences and special occasions.

• Liaise efficiently with the F&B, Kitchen, Guest Relations, Wellness & Spa and other relevant teams to ensure reservations and guest requirements are communicated clearly and delivered effectively.

• Monitor and manage reservations, amendments, cancellations, no-shows and special requests in accordance with hotel procedures.

• Ensure guest preferences, important information and special requirements are accurately recorded and communicated to the relevant teams.

• Assist with VIP, repeat guest, special occasion and group reservations, ensuring all details are accurately captured and communicated.

• Support the Guest Relations team as required, including Main Barn cover, welcoming guests and assisting with guest check-ins and check-outs.

• Act as a key point of contact for guests, responding to enquiries, requests and feedback professionally and ensuring appropriate follow-up.

• Follow all hotel procedures relating to reservations, guest information, payments, data protection and security.

• Maintain a professional, welcoming and knowledgeable approach across all guest interactions and communications.

• Support the F&B and wider hotel teams during busy service periods, events and peak operational periods where required.

• Maintain a high standard of organisation, accuracy, presentation and communication at all times.

Guest Experience

• Act as an ambassador for Louma Country Hotel.

• Deliver a warm, professional and personalised guest experience from the initial enquiry through to the guest's arrival.

• Anticipate guest needs and proactively identify opportunities to enhance their experience.

• Provide knowledgeable recommendations across food, beverage, activities, experiences and events.

• Ensure all guest requests, preferences and special occasions are communicated effectively to the wider team.

• Support the delivery of a market-leading food and beverage experience.

• Handle guest enquiries and concerns professionally, calmly and efficiently.

What You'll Bring / About You

We’re looking for someone who is:

• Reliable, proactive and passionate about delivering exceptional guest service.

• Highly organised, with excellent attention to detail and accuracy.

• Confident and professional when communicating with guests by telephone, email and face-to-face.

• Friendly, welcoming and naturally comfortable building rapport with guests.

• Commercially aware, with the confidence to upsell and promote F&B offerings, experiences and events.

• Calm under pressure and able to manage multiple reservations, enquiries and priorities effectively.

• A positive team player who communicates clearly and works collaboratively with colleagues across the hotel.

• Confident using computer systems and comfortable learning reservation and booking platforms.

• Flexible and able to work evenings, weekends and during busy periods.

• Previous experience in hospitality, restaurant reservations, guest relations, customer service or a similar role is desirable but not essential.

Company Benefits

• Competitive rates of pay.

• Pension.

• Private Health Insurance.

• Private Dental Insurance.

• Opportunity to develop within a growing and market-leading hospitality operation.

• Training and development opportunities.

• Employee discounts and benefits across Louma Country Hotel, where applicable.

Join Us

If you’re organised, personable, detail-oriented and passionate about creating exceptional hospitality experiences, we’d love to hear from you.