Reservations & Groups Coordinator

Reservations & Groups Coordinator

About the Role

We are looking for a friendly, organised and commercially minded Reservations & Groups Coordinator to join our team.

This is a varied role responsible for handling individual hotel bedroom reservations alongside group, meeting and event enquiries. You’ll be one of the first points of contact for guests and bookers, responding to telephone and email enquiries, making reservations, providing information about the hotel and converting enquiries into bookings.

You’ll provide excellent customer service from the first enquiry through to arrival, while helping the hotel maximise occupancy and revenue.

What You’ll Be Doing

• Answer incoming reservation calls and respond to email enquiries in a friendly and professional manner.
• Take and process individual hotel bedroom reservations, ensuring guest details, room types, rates, packages, payment details and special requirements are recorded accurately.
• Handle amendments, cancellations and general queries relating to existing hotel reservations.
• Explain room types, rates, packages, hotel facilities and relevant booking terms to guests.
• Identify opportunities to upsell room categories, packages and additional hotel services.
• Handle group accommodation, meeting and event enquiries from initial enquiry through to confirmation.
• Use effective questioning and selling techniques to understand requirements and convert enquiries into bookings.
• Prepare and issue group/event contracts, booking documentation and event schedules.
• Follow up provisional enquiries and bookings to maximise conversion.
• Accurately maintain reservations and customer information within the hotel’s booking and Sales & Catering systems.
• Coordinate group rooming lists and ensure relevant details are received ahead of arrival.
• Assist with client appointments and hotel show-rounds where required.
• Liaise closely with Reception, Events Operations, Sales and Accounts to ensure accurate communication of guest and event requirements.
• Handle booking queries and concerns professionally, escalating issues when appropriate.
• Maintain accurate records, correspondence, payment and billing instructions.

The original specification already places a strong emphasis on maximising room occupancy and additional sales, as well as taking reservations through the hotel's reservation system, so adding the individual bedroom-reservations element makes this a natural extension of the position. Groups & Meetings Reservations …

What We’re Looking For

We’re looking for someone who is confident on the telephone, naturally helpful and highly organised. You’ll need to enjoy speaking with guests and customers while also being comfortable working accurately with reservation systems and managing several enquiries at the same time.

Ideally, you’ll have:

• Previous experience in hotel reservations, reception, groups, events or a similar hospitality role
• Excellent telephone and customer service skills
• Strong written and verbal communication
• Good attention to detail and administration skills
• A confident, proactive approach to sales and upselling
• The ability to prioritise and manage multiple bookings and enquiries
• Good IT skills and confidence using hotel reservation systems
• A positive approach to working as part of a busy hotel team

The Person

You’ll be someone who genuinely enjoys helping people. Whether a guest is booking a one-night stay, a company is arranging accommodation for a group, or a client is planning a meeting or event, you’ll make sure their enquiry is handled professionally, accurately and efficiently.

You’ll also have a commercial mindset — recognising opportunities to convert enquiries, increase room occupancy and recommend upgrades or additional services without compromising the guest experience.

Interested?

If you have a passion for hospitality, enjoy speaking with customers and want a varied reservations role covering bedroom bookings, groups, meetings and events, we’d love to hear from you.

Pay: From £12.71 per hour

Expected hours: 37.5 per week

Benefits:

• Company events
• Discounted or free food
• Employee discount
• Health & wellbeing programme
• On-site gym
• Sick pay

Work Location: In person