Central Reservations Agent

Heartwood Collection is a growing hospitality group with a commitment to sustainability, provenance, and local sourcing. We operate pubs, brasseries, and rooms with a focus on delivering exceptional guest experiences, and our culinary offerings are guided by our Chef Patron, Raymond Blanc.

We are looking for a dynamic and results-driven Central Reservations Agent to join our established reservations team on a temporary basis, supporting as we prepare for our busiest time of the year.

As a Central Reservations Agent, you will be responsible for ensuring a seamless and efficient booking experience for our guests and an organised and detailed booking handover to our venue teams to deliver the experience you have prepared for.

This is a remote role working from home. You must be available to come to the Head Office, based in Teddington, for initial training. The role is a shift-based role working 5 days out of 7, including evenings and weekends, as phone lines are open 7 days a week from 9 am - 8 pm ( Mon- Sat) and 9 am -6 pm (Sun).

This is a fixed-term contract that will run from 7th September to 18th December 2026

Central Reservation Agent - Area of Responsibilities

• Manage incoming reservations, modifications, and cancellations across Heartwood Collection properties.
• Work in conjunction with our high-performing reservations team to support our teams at site level, encouraging the increase in sales and conversions.
• Support the daily operations of the central reservations team, ensuring accuracy, efficiency, and a high standard of service delivery.
• Ensure a professional and rapid response to all enquiries.

Rooms:

• Manage group booking enquiries from start to finish, including the sharing of rates, negotiations, booking setup, payments, follow-ups, and amendments across all booking sites.
• Ensure all booking trackers are accurately recorded and well-maintained.
• Oversee associated inboxes.
• Provide ongoing support to team members at the site to enhance their use of systems and local enquiry management.
• Build relationships with new and existing clients by actively following up enquiries and passing on any warm leads to maximise client retention and revenue.
• Monitor booking profiles and pass on any warm leads.
• Maintain strong communication with other departments (front desk, housekeeping, sales, etc.) to ensure smooth guest arrivals and stays.
• Collaborate with the revenue management team to maximise room occupancy and optimise pricing strategies. As well as driving direct bookings versus 3rd party bookings where possible.

Central Reservation Agent - About You

• Minimum of 3 years of experience in reservations or front-office management within the hospitality industry.
• Strong understanding of reservation systems (e.g., reservations management software, property management systems).
• Proven experience in guest-facing roles.
• Strong interpersonal and communication skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Detail-oriented with a focus on accuracy and efficiency.
• Knowledge of premium hospitality trends and guest expectations.

Central Reservation Agent - What's on Offer

• Competitive salary (pro-rataed)
• Computer, Monitor, and Telephone
• The Pantry – 100’s of retailers and experience discounts through Reward Gateway
• 50% off food at all Heartwood Collection Sites
• Private Healthcare through Bupa ( Employee Only )
• Life Insurance cover
• Friends and Family discount of 20% off food at all Heartwood Collection Sites
• Discount room rates in our Inns
• 25 days of holiday (pro-rataed)
• A thoughtful gift to celebrate your birthday
• Employee Assistance Program with Hospitality Action
• Cycle to Work Scheme
• Instant access to the pay you have already earned through EarlyPay

This is an exciting opportunity to join one of the UK’s fastest-growing hospitality businesses, working within a collaborative and supportive Head Office environment. At Heartwood Collection, you’ll be part of a people-focused company that genuinely values its teams, with the chance to develop and grow your career alongside award-winning hospitality brands.