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, comprising 508 rooms across two Accor brands: 226 Ibis rooms and 282 Mercure rooms. The property features the versatile London Suite ballroom, which can be divided into nine meeting rooms and accommodates 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 covering maternity leave, 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, managing group blocks, processing payments, cancellations, rooming lists, and ensuring all reservations comply with hotel policies. You will prepare group information sheets, brief relevant departments, and ensure accurate reporting and charging of no-shows.

You will maintain precise filing systems for group reservations, handle guest complaints professionally, and ensure clear communication with other departments regarding special requests. Adherence to VIP and complimentary room night procedures, Accor brand standards, and security and safety protocols is essential. You will also promote a positive team environment and actively support the ALL Membership Program.

This role requires excellent customer relations skills, a friendly and professional approach to guest service, and the ability to promote hotel facilities and services effectively. You will take a proactive problem-solving approach and escalate issues to the Manager on Duty when necessary.

Experience
Experience in hotel reservations or a similar customer service role is preferred. Knowledge of group booking processes and hotel reservation systems is advantageous.

About you
Customer-focused with excellent communication skills. Able to handle enquiries efficiently and professionally. Strong organizational skills and attention to detail. A positive team player who promotes a collaborative working environment. Ability to work under pressure and manage multiple tasks simultaneously.
Right to work in the UK is essential.

Qualifications
No formal qualifications are required; however, previous experience in hospitality or reservations is beneficial. A willingness to learn and develop within the role is important.