Location
London

Hours
Full Time (hours to be confirmed)

Salary
Negotiable

About the Role
The Mercure London Earls Court hotel is a newly renovated property in Southwest London, featuring 508 rooms across two distinct Accor brands: 226 Ibis rooms and 282 Mercure rooms. The hotel is a large conferencing and group venue, with the versatile London Suite ballroom that can be divided into nine meeting rooms or combined to host events up to 1200 guests. The F&B outlets, created by PARIS SOCIETY, include Barnaby’s Kitchen and Barnaby’s Lounge Bar, ideal for social events and private functions.

As a Reservation Agent, you will be responsible for managing individual reservations and supporting the team with group bookings, including inventory management, payment processing, and group setup. You will handle enquiries via phone and email, ensuring timely and professional communication. Your duties will include processing reservations according to hotel policy, managing payments, cancellations, rooming lists, and terms and conditions.

You will prepare group information sheets and brief relevant departments prior to group arrivals, ensure accurate reporting and charging of no-shows, and maintain precise filing systems for all group reservations and correspondence. You will also handle guest complaints and enquiries efficiently, promote hotel facilities and services, and ensure adherence to VIP and complimentary room night procedures.

Maintaining clear communication with other departments, implementing Accor brand standards, and supporting a positive team environment are key aspects of this role. You will also promote the ALL Membership Program and contribute to a positive guest experience through friendly and professional service.

Employee benefits include discounted rates at Accor worldwide, free meal breaks on duty, complimentary stays in the UK and Northern Ireland, friends and family discounts, 50% food discounts in restaurants, pension scheme, eye test vouchers, staff uniforms, learning programs, and opportunities for career development and involvement in Corporate Social Responsibility activities such as Planet 21.

Experience
Previous experience in reservations or hospitality is advantageous but not essential. Knowledge of group booking processes and hotel reservation systems is beneficial.

About you
Professional, efficient, and customer-focused with excellent communication skills. Able to handle enquiries and complaints with a positive problem-solving approach. Team player who promotes a positive working environment and supports colleagues. Flexible and adaptable to the dynamic needs of a busy hotel environment.

Qualifications
No specific qualifications required; however, a background in hospitality or customer service is preferred. A willingness to learn and grow within the company is essential.