Central Reservations Executive

Role: Central Reservations Executive

Location: Hybrid working - 4 days in the office in Bloomsbury, London & 1 day WFH

Salary: £28,548 + Excellent Benefits

About The Role:

We're looking for a customer-focused Central Reservations Executive to join our Central Reservations team, helping guests from around the world plan their stay at one of our iconic London hotels.

As the first point of contact for many of our guests, you'll play a vital role in delivering exceptional service, providing expert guidance and turning enquiries into bookings. Whether supporting a family planning their London getaway, a business traveller seeking the perfect stay, or a returning guest who loves our hotels, you'll ensure every interaction is professional, seamless and memorable.

This is a fantastic opportunity for someone who enjoys speaking with people, thrives in a fast-paced environment and wants to build a career within one of London's largest independent hotel groups.

What You'll Be Doing:

• As our Central Reservations Executive, you'll support guests throughout the booking journey whilst maximising revenue opportunities across our hotel portfolio.
• Managing reservations enquiries via telephone, email and online booking channels.
• Processing new bookings, amendments, cancellations and special requests accurately and efficiently.
• Providing guests with information on our hotels, room types, facilities, promotions and services.
• Upselling rooms, packages and additional services to enhance guest experiences and drive revenue.
• Supporting travel agents, corporate clients and online travel partners with reservations queries.
• Resolving booking-related issues professionally and ensuring a positive outcome for guests.
• Working closely with Reception, Revenue, Sales and hotel teams to ensure a seamless guest journey.
• Maintaining accurate reservation records and ensuring all guest information is entered correctly.
• Contributing towards team targets for conversion, responsiveness, revenue generation and customer satisfaction.

What We're Looking For:

• We're looking for someone who enjoys helping people, has great attention to detail and takes pride in delivering outstanding customer service.
• Experience in a reservations, hospitality, hotel or customer service environment
• Excellent communication skills, both written and verbal.
• Strong customer service and problem-solving abilities.
• The ability to manage multiple tasks while maintaining accuracy and attention to detail.
• Good knowledge of Microsoft Office, particularly Outlook and Excel.
• Confidence working in a fast-paced, guest-focused environment.
• A positive attitude and willingness to learn.
• The ability to build strong working relationships across teams and departments.
• Experience using hotel reservation or Property Management Systems would be beneficial but is not essential.
• You'll be happy with shift patterns either from 8am to 4:30pm or from 10:30am to 7pm

What You'll Get

• 20 days holiday (plus Bank Holidays)
• Access to ILH Training Academy programmes, apprenticeships and supported study
• Holiday Purchase Scheme
• Complimentary uniform dry cleaning, plus discounted personal dry cleaning
• Interest-Free Season Ticket Loan
• Workplace Pension
• Team Member Rate and 50% Friends & Family Hotel Discount
• 50% Discount across ILH Restaurants & Bars
• Discounted drinks at Blooms Café
• Employee-funded Health Cash Plan
• Local Bloomsbury discounts
• Early Pay Access
• Shopping discounts with selected retailers
• Salary sacrifice schemes including nursery care, cycle to work and technology
• Access to Mental Health First Aiders, wellbeing support and our Employee Assistance Programme

About Us:

For nearly 200 years, Imperial London Hotels has welcomed guests to the heart of Bloomsbury. Today, we're proud to operate a collection of iconic hotels at the centre of one of London's most vibrant districts.

As part of our Central Reservations team, you'll play a key role in shaping our guests' first impression of Imperial London Hotels. Every conversation, every enquiry and every booking helps create the outstanding experiences we're known for.

If you're passionate about customer service, enjoy helping people and want to be part of a friendly and supportive team, we'd love to hear from you!