Reservations Agent

Are you passionate about delivering exceptional customer service in a dynamic environment? Firmdale Hotels presents an exciting opportunity to become a pivotal part of our team as a Reservations Agent at Ham Yard Hotel.

At Firmdale Hotels, we pride ourselves on creating extraordinary experiences for our guests, and our Reservations Agents play a crucial role in ensuring every guest's stay is unforgettable. As a Reservations Agent, you will be the first point of contact for guests, managing all room reservation inquiries with precision and care.

• Handle reservations with finesse, ensuring accuracy and efficiency.
• Showcase your in‑depth knowledge of our hotel rooms and facilities, offering tailored recommendations to guests and external agents.
• Collaborate seamlessly with our front office team to maintain a smooth operation.
• Embrace our commitment to excellence by delivering outstanding customer service with every interaction.
• Thrive in a fast‑paced environment, demonstrating resilience and adaptability under pressure.
• Uphold our standards of excellence by paying meticulous attention to detail in all aspects of your work.

• A customer‑focused mind‑set, with a passion for creating memorable experiences.
• Warmth and charisma that radiate in every interaction.
• Exceptional communication skills, both verbal and written.
• A knack for organisation, ensuring no detail is overlooked.
• The ability to work effectively within a team, contributing to a positive and collaborative work environment

• Competitive hourly rate of £16.00 - £17.50 inclusive of service charge
• Access to Wagestream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching. Health cash plan(including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!!

Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

We are delighted to have been recognised by the hospitality and travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:

• Proud winners of The Times Best Places to Work for both 2024 and 2025
• The Kings Award for Enterprise 2024 for outstanding contribution to International Trade
• Manager of the Year – Helle Jensen – Cateys 2024
• Food & Beverage Manager of the Year
  - Pedro Paulo
  - Hotel Cateys 2024
• Hotel Chef of the Year Finalist
  - Jamie Atkinson
  - Hotel Cateys 2024
• Haymarket Hotel & The Soho Hotel – One AA Rosette for Culinary Excellence and AA Breakfast Award 2025
• Covent Garden Hotel – One AA Rosette for Culinary Excellence 2025
• Dorset Square Hotel – AA Breakfast Award 2025
• Ham Yard Hotel, Covent Garden Hotel and Haymarket Hotel – Two Michelin Keys 2024
• Charlotte Street Hotel, The Soho Hotel, Knightsbridge Hotel and Number Sixteen Hotel – One…