Sutton Hotel Collection
Reservations Team Member
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Reservations Team Member
The Sutton Hotel Collection – Central Reservations Team Member (Windsor)
About the Company
The Sutton Hotel Collection is part of Sir Richard Sutton Ltd, a family-owned business, where our people are our family. We recognise how much our team invests in us. In return, we offer:
- Exceptional learning opportunities
- Best-in-class benefits
- People-first culture rooted in excellence
- Environment that fosters support, trust, and pride
Our mission is to create workplace experiences where teams feel empowered to build a lasting legacy together.
The Opportunity
We are seeking a commercially driven and guest-focused Central Reservations Team Member to join our team in Windsor. This role offers the chance to:
- Drive revenue across three hotels
- Deliver a seamless, brand-true booking experience
- Take an active role in shaping guest conversions and revenue growth
Ideal for candidates with hospitality, reservations, or front office experience who thrive in a sales-focused, revenue-driven environment.
Responsibilities
As a Central Reservations Team Member, your key responsibilities include:
Guest Queries & Upselling
- Handle telephone enquiries with confidence and conviction
- Convert leads with strong product knowledge
- Proactively upsell additional services (e.g., room upgrades, dining) to maximise revenue
Reservations & Customer Communication
- Manage inbox workflows for reservations,[A † DialPad] Customer Relation Software (CRS) and OTAs (Online Travel Agents)
- Respond to guest messages in a timely, professional, brand-aligned manner
Group & Revenue Management
- Support group room bookings: drafting proposals, coordinating pricing with Revenue, following up for conversions
- Assist in ensuring strategies align with revenue targets
Pre-Arrival Coordination
- Conduct 3-5-day pre-arrival checks for accuracy:
- Verify rates, packages, and guest details
- Comply with booking terms (no-shows, prepayments)
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Administrative Excellence
- Maintain accurate records across PMS (Property Management Systems) and distribution platforms
- Support financial processes (e.g., pricing adherence, revenue reporting)
Collaboration
- Work closely with:
- Revenue & Sales teams
- Front desk Reception
- Finance & MICE (Meetings, Incentives, Conferencing & Events)
Performance & Targets
- Meet key departmental KPIs:
- Revenue metrics
- ADR (Average Daily Rate)
- Occupancy rates
- Conversion efficiency
Requirements & Skills
Experience
- Background in hotel reservations, front office, or similar guest-facing hospitality roles
- Experience in meeting, incentives, events (MICE) preferred
Core Competencies
- Confident telephone salesmanship with proven conversion ability
- Proven ability to upsell services strategically and handle objections
- Exceptional written communication skills, with attention to tone and detail
Technical proficiency
- ermence and command of hotel PMS (e.g., Infor, Duetto, Microsoft Office tools)
- Ability to multitask while maintaining accuracy, precision, and professionalism
Attitude & Mindset
- Positive work ethic with a customer-first philosophy
- Strong commercial awareness and understanding of revenue-focused sales
- Ability to manage deadlines and prioritise workloads effectively
- Team player: proactive, solutions-focused with a collaborative approach
Why Join Us?
Joining Sir Richard Sutton Ltd (SRSL) means becoming part of a supportive, values-driven team. We invest in our people’s success and provide opportunities for growth.
Professional Development
- Access to extensive learning & development programmes
- Customised training on technical and soft skills
- Recognition through loyalty awards and career growth incentives
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Benefits
*Here’s what we offer:
Hospitality Deals
- Free or discounted hotel breaks and dining across Sutton properties
- Personal: one/four-day complimentary stay per year
- Extended to families and friends via discounts
Wellbeing & Financial Perks
- Heka wellbeing platform: £150 pre-loaded on day one
- Access to health cash plans, gym memberships, therapy
Savings Schemes
- Salary sacrifice options: cycle-to-work, tech upgrades, EVs
Family-Friendly Policies
- Enhanced maternity/paternity leave:
- Expectant mothers: 26 weeks at 90% pay
- New fathers: four weeks at 90% pay
- Flexible leave arrangement encouraged
Social & Recognition
- Company-wide social events and celebration milestones
- Professional and team-building activities
Subsidised Learning & Wellbeing Support
- Financial support towards certifications or degrees related to hospitality
- Wisdom Wellbeing: Confidential CBT therapy and guidance
‘Little Extras’
- On-duty meals provided at no cost
- Complimentary on-site parking (where available)
Our Values & Culture
Guided by four key principles, we ensure excellence in everything we do:
- Purposeful: Every action reflects our vision
- Excellent: Gold-standard service delivery
- Able: Empowering every team member
- Knowledgeable: Staying ahead with insights
Commitment to Diversity, Equity & Inclusion (DE&I)
We fully embrace diversity. If you require adjustments during recruitment:
- Let us know how we can support you
- Flexible processes and accommodations available
Environmental, Social & Governance (ESG)
SRSL remains committed to sustainability. All employees contribute to fostering a positive impact across operations.
Right to Work Policy
Successful applicants must verify the right to work in the UK. Proof provided during recruitment.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location