Montcalm Collection
Reservations Agent
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BRAND INTRODUCTION
At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service. Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within everyone, our team creates unforgettable experiences for our guests. While our walls speak of history, it’s our people, their ambition, and their creativity that shapes our future. Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.
SCOPE & GENERAL PURPOSE
The Reservation Agent plays a key role in ensuring a seamless and positive guest experience from the moment of booking. Responsible for managing reservations accurately and efficiently, the role supports the overall revenue and occupancy goals of the hotel while maintaining high service standards. Acting as a trusted ambassador for the Montcalm Collection, the Reservation Agent will handle enquiries across various channels, provide personalised service, and promote available packages and upgrades. This position is ideal for someone with strong attention to detail, excellent communication skills, and a passion for delivering exceptional guest service within a luxury environment.
COMPETENCIES
- Guest Focus & Service Excellence
- Deliver outstanding service at every stage of the booking journey.
- Handle guest requests and queries promptly, ensuring satisfaction and loyalty.
- Accuracy & Attention to Detail
- Maintain precise and complete reservation records.
- Verify booking data, rates, and special requests to ensure operational accuracy.
- Communication & Collaboration
- Work closely with Front Office, Revenue, and Housekeeping teams to ensure alignment.
- Communicate effectively with guests, colleagues, and external partners.
- Sales Awareness & Upselling
- Maximise revenue opportunities by suggesting upgrades, add-ons, and special packages.
- Support departmental targets through proactive engagement with guests.
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Standard Specifications
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor/Manager. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. This is intended solely as an informative measure and is subject to change.
Confidentiality Clause
The Hotel requires that you will not (either during or after your employment) without the Hotel's written consent divulge any information concerning the hotel or any associated hotel or any of their dealings, transactions, or affairs which may come to your knowledge or in course of your employment with the hotel. Disclaimer: This Job Description is currently under review and may be subject to change. It has been shared in draft form for consultation purposes only and does not constitute a final or contractual document. The duties, responsibilities, and reporting lines outlined may be amended as part of the ongoing organisational review and role evaluation process.
KEY RESPONSIBILITIES
- Handle guest reservations via phone, email, and online booking systems with accuracy and efficiency.
- Provide exceptional customer service, addressing enquiries and resolving booking-related concerns.
- Maintain up-to-date knowledge of room types, rates, packages, and promotions.
- Ensure all reservations and guest requests are accurately recorded and communicated to relevant departments.
- Manage room inventory effectively to optimise occupancy levels.
- Process cancellations, amendments, and no-shows in accordance with company policy.
- Identify and pursue upselling opportunities during the booking process.
- Prepare daily and monthly reports for management review.
- Follow up with guests to confirm bookings and share relevant information.
- Maintain awareness of hotel offerings, local attractions, and hospitality trends.
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This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.
Skills & Qualifications
- Previous experience in reservations, ideally within a luxury hotel or serviced apartment environment.
- Strong written and verbal communication skills in English; additional languages advantageous.
- Excellent attention to detail and organisational abilities.
- Passion for hospitality and commitment to delivering memorable guest experiences.
- Ability to work effectively both independently and as part of a team.
- Proficiency in Opera or similar hotel reservation systems.
- Customer-focused mindset with a proactive and solution-oriented approach.
WORKING CONDITIONS
- Full-time role based at Montcalm Collection, London.
- Office-based with potential cross-property support within the Collection.
- Flexibility required for shift patterns, weekends, and public holidays.
- A professional, inclusive, and team-oriented working environment.
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