Central Reservations Agent

Central Reservations Agent: The Role:

We’re looking for a detail-oriented and customer-focused Central Reservations Agent to support our growing pub and rooms network. This is a fast-paced role that requires excellent communication, multitasking, and problem-solving skills.

As a Reservations Agent, you'll be the initial point of contact for guests making bookings across our pubs. Your core responsibility is to expertly manage our booking systems, ensuring accuracy, maximising occupancy, and strictly upholding guest data privacy. You'll deliver exceptional service while maintaining full compliance with data protection regulations.

The reservation lines are open 8am-9pm, 7 days a weeks so the role will be shift based working 5 days out of 7, including evenings and weekends. The role will be home-based but you will need to be able to commute to our Head Office for initial training and then on a monthly basis. The office is based in Teddington, Middlesex, conveniently located next to the train station.

Key Responsibilities

Guest Contact & Reservations

Handle a high volume of inbound calls professionally and in line with training and call scripts
Manage reservations, amendments, cancellations, and detailed guest enquiries
Make outbound calls to follow up enquiries, confirm bookings, and support revenue opportunities
Respond promptly to reservations via phone, email, live chat, and digital channels

Booking & Availability Management

Accurately input and manage reservations across booking systems
Monitor availability across multiple venues, understanding layouts, capacity, peak periods, and constraints
Optimise bookings to maximise covers and revenue

Guest Experience & Information

Provide knowledgeable guidance on venues, menus, events, and offers
Act as the first point of contact for guest concerns, resolving simple issues and escalating when required
Ensure timely follow-up and resolution of guest complaints

Payments & Data Security

Process deposits, pre-payments, and cancellation fees using approved systems
Adhere strictly to PCI compliance and never store card details
Handle guest data securely and in line with GDPR and company policies

Administration & Communication

Maintain accurate, up-to-date records of bookings and guest interactions
Communicate effectively with pub and rooms teams regarding large bookings, special requests, and operational considerations
Support smooth handovers and consistent guest experiences

Performance & Behaviour

Work towards agreed KPIs and contribute insight where targets are not met
Act as a professional ambassador for Heartwood Collection at all times
Embrace feedback and demonstrate commitment to continuous improvement
Operate in line with Heartwood Values

Continuous Improvement

Maintain strong knowledge of venues, menus, promotions, and systems
Develop expertise in reservation, communication, and payment platforms
Share insights to improve the guest journey and the reservations processes

GDPR- Collect only necessary guest data and ensure accuracy, maintain confidentiality and data security at all times and follow data retention policies and escalate formal data requests appropriately

Central Reservations Agent: The Ideal Candidate :

The ideal candidate will have a background in hospitality, pubs, restaurants or hotels with front of house experience.
Experience handling incoming calls, dealing with them efficiently to fulfil guest requirements and exceeding expectations.
Previous experience of working in a call centre or front desk reception.
Have worked with systems such as Guestline, LiveRes and other Zonal products
A personable and friendly character who will be a team player.
Have excellent communication and interpersonal skills, with the ability to collaborate across departments.
Highly motivated with the ability to work both independently and in a team to achieve results.
Be detail-oriented with excellent organisational skills.
Have the ability to work with changing priorities and time pressures.
A self-starter who takes a proactive approach

Central Reservations Agent: What’s in it for you:

Competitive salary
Ability to work from home
Bonus up to 10% of salary
The Pantry – 100’s of retailers and experience discounts through Reward Gateway
50% off food in all Heartwood Collection venues.
Friends and Family discount of 20% off food at any Heartwood Inns or Brasserie Blanc
Discounted Room Rate in Our Inns
Enhanced Maternity & Paternity package
25 days of holiday plus bank holidays
Additional holiday- option to buy an extra 5 days holiday per year
A thoughtful gift to celebrate your birthday
Employee Assistance Program with Hospitality Action
Cycle to Work Scheme
Company pension
Instant access to pay you have already earned through EarlyPay

Company Overview

Recently announced in the Sunday Times Top 100 Places to Work, Heartwood Collection is an award-winning collection of cosy pubs and atmospheric brasseries at the heart of their local communities serving great fresh, seasonal food. Brasserie Blanc, the French brasserie business inspired by Raymond Blanc and Heartwood Inns is renowned for being a home-from-home.

The Heartwood Collection currently has over 40 locations, including Brasserie Blanc restaurants and our lovely Heartwood Inn pubs, many of which now feature beautiful boutique bedrooms. We are aiming to grow to 61 sites by 2027, which could add up to 500 bedrooms over the next four years.