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 located in Southwest London. This large conferencing and group hotel comprises 508 rooms across two Accor brands: 226 Ibis rooms and 282 Mercure rooms. The London Suite, the main ballroom, is a versatile space divisible into nine separate meeting rooms, capable of hosting events for 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. Your duties will include handling enquiries via email and phone, processing reservations in line with hotel policies, managing payments, cancellations, rooming lists, and ensuring accurate reporting of no-shows. You will prepare group information sheets and brief relevant teams prior to group arrivals. Maintaining clear communication with other departments for special requests and ensuring VIP and complimentary room night procedures are followed are also key responsibilities.

You will promote Accor brand standards, ensure security and safety procedures are implemented, and contribute to a positive team environment. Additionally, you will actively promote the hotel’s facilities and services, provide excellent customer service, and handle guest complaints professionally, escalating to the Manager on Duty when necessary.

Experience
Previous experience in hotel reservations or a similar customer service role is desirable but not mandatory. Knowledge of group booking processes and hotel reservation systems is an advantage.

About you
Customer-focused with excellent communication skills, able to handle enquiries efficiently and professionally. Strong organizational skills and attention to detail are essential. You should be proactive, able to work well within a team, and maintain a positive attitude under pressure.

Qualifications
No formal qualifications are required; however, a background in hospitality or customer service is beneficial. Willingness to learn and develop within the role and the company is important.