LGH Hotels Management Ltd
Reservations Agent
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Holiday Inn London - Heathrow M4J4
Holiday Inn London Heathrow M4J4 is set to make an exciting return in September 2026. Following an extensive transformation, the hotel will reopen as a vibrant, contemporary destination for business travellers, holidaymakers, airline crews, conferences, and local guests alike.
The Opportunity
We’re looking for a skilled and enthusiastic Reservationist to join our team and play a vital role in shaping each guest’s journey — long before they arrive at the hotel.
As one of the first points of contact, you’ll create reassurance, clarity and confidence for our guests. Whether responding to enquiries, securing reservations or offering helpful service suggestions, you’ll combine efficiency with genuine warmth to ensure every interaction feels personal and professional.
What You’ll Be Responsible For
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- Answering phone and email enquiries in a calm, friendly and professional manner
- Accurately processing reservations using the hotel’s reservation management system
- Providing consistently excellent customer service, ensuring guests feel listened to and valued
- Working closely with Housekeeping and Front Office to ensure reservations are aligned with operational needs
- Maintaining accurate, up-to-date records for all reservations, amendments and cancellations
- Handling guest queries or concerns with empathy, resolving issues efficiently and confidently
- Upselling hotel services and amenities in a natural, guest-focused way
- Producing reservation and revenue reports as required
- Staying up to date with industry trends, systems and best practice
Who This Role Is For
This role is perfect for someone who:
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- Enjoys helping people and takes pride in creating positive experiences
- Communicates clearly, warmly and confidently — whether on the phone or by email
- Feels most comfortable when things are organised, accurate and well-structured
- Thrives in a busy environment and enjoys the satisfaction of getting things right first time
- Understands that behind every booking is a real person with expectations and emotions
- Likes to use their initiative while working within clear processes and guidelines
- Feels motivated by targets and results, but never at the expense of service quality
If you’re someone who gains genuine satisfaction from supporting guests, being part of a collaborative team and playing a meaningful role in the smooth running of a hotel, this could be an ideal opportunity.
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