Small Luxury Hotels of the World
Reservations & Customer Care Executive
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Reservations & Customer Care Executive
Reservations & Customer Care Executive
About the Role
This full-time position reports to the Head of Reservations & Customer Care in London and, in their absence, to the Senior VP Distribution in London.
Location & Working Conditions
- Type: Office-Based (Flexible working hours)
- Location: London, UK
- Hours:
- Monday to Friday: 9:00 AM – 5:30 PM GMT
- Fridays: Until 5:00 PM GMT
- Sunday/Weekend flexibility: Preferred
Key Responsibilities
- Achieve monthly reservation revenue targets
- Process reservations via email, telephone, chat, or central reservation systems
- Analyse guest and travel agent requirements, recommend suitable options, and confirm reservations
- Support customers to amend or cancel reservations
- Answer queries on reservation processes and the SLH loyalty programme
- Handle incoming calls, maintain professional relationships, and ensure timely responses
- Resolve issues like inaccurate rates, restrictions, or discrepancies
- Up-sell additional services (e.g. transfers, spa add-ons)
- Identify and report rate, inventory, or content issues
- Collaborate with the Sales Team and other departments to enforce SLH procedures
- Represent SLH brand values in every customer and colleague interaction
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Desired Skills & Experience
- Education/Experience:
- Preference for a university degree and 3+ years in the luxury hospitality sector
- Languages:
- Fluent in English
- Fluency in Spanish/Italian (written & spoken) highly preferred
- Sales & Service:
- Prior telephone sales experience, ideally in luxury hospitality/travel
- Skills:
- Strong analytical ability and attention to detail
- Ability to self-manage and act decisively (“get it done” mindset)
- Thrives in a multi-tasked, fast-paced environment
- Technical Knowledge (preferred):
- Salesforce, PMS, CRS, GDS, or other distribution systems
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About Small Luxury Hotels of the World™
SLH is a global community redefining luxury travel with 700+ independently verified hotels in over 100 countries. We celebrate character, intimacy, and authenticity, ensuring unforgettable journeys rooted in intention.
related to SLH’s vision of conscious, luxurious travel—visiting www.slh.com.
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