Company Description

Opening in late 2026, Delano London brings the spirit and celebrated heritage of the iconic Delano Miami Beach to London, reimagined for a new generation. Set overlooking Kensington Gardens, the hotel will feature 67 rooms and suites, Lana Lusa, the legendary Rose Bar and Rose Lounge, alongside The Source wellness offering.

Delano is a place where personality, creativity and genuine connection come together. We value curiosity, individuality and a sense of fun, creating an environment where our people can be themselves while delivering thoughtful, intuitive and genuinely warm hospitality.

Delano London is part of Ennismore, a global collective of entrepreneurial, founder-built brands rooted in creativity, culture and community, and a joint venture with Accor.

Joining Delano London means being part of something from the very beginning. It is an opportunity to help shape the next chapter of an iconic brand, work alongside an ambitious and creative team and play a part in creating a hotel that feels distinctly Delano from day one.

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Job Description

Under the general guidance of the Assistant Reservations Manager, the Reservations Agent is responsible for handling room reservations and inquiries in a professional, efficient, and guest-focused manner.

This role involves maximizing room revenue through effective selling techniques, ensuring accurate reservation processing, and delivering exceptional guest service while maintaining brand standards.

YOUR KEY RESPONSIBILITIES:

• Handle all guest reservation inquiries via phone, email, website, and travel agency channels.
• Process new bookings, amendments, cancellations, and special requests accurately.
• Ensure all reservations are entered correctly into the Property Management System (PMS).
• Provide detailed information about room types, rates, packages, hotel facilities, and services.
• Maximize room revenue through upselling and promotion of hotel offers.
• Monitor room availability and maintain inventory accuracy.
• Verify payment methods, deposits, and booking guarantees according to hotel policies.
• Coordinate with Front Office, Revenue Management, Sales, and housekeeping teams regarding guest requirements.
• Maintain guest profiles and update guest information in the reservation system.
• Follow up on pending reservations and respond promptly to guest requests.
• Assist with group bookings and corporate reservations when required.
• Prepare reservation reports, forecasts, and occupancy updates.
• Ensure compliance with brand standards, hotel policies, and data protection requirements.
• Resolve reservation-related issues and guest complaints professionally.
• Achieve departmental service quality and productivity targets.