Reservation & Guest Experience Specialist

Based at Selsdon, Croydon | Full-Time (Part-Time Considered)
Are you passionate about creating memorable guest experiences from the very first interaction? Do you thrive in a fast-paced hospitality environment where no two days are the same?

We are looking for a confident, organised, and guest-focused Reservation & Guest Experience Specialist to join our growing central reservations team. This is an exciting opportunity to play a key role in shaping the guest journey across our hotels, spa, and dining experiences.

With 6 hotels in the group and more in the pipeline and as one of the first points of contact for our guests there will be plenty of opportunity to help create a seamless and personalised booking experience while supporting revenue growth and operational excellence across the group.

What You’ll Be Doing

• Managing accommodation, spa, and dining reservations across multiple platforms
• Delivering exceptional guest service through phone, email, and online enquiries
• Identifying opportunities to maximise revenue while providing genuine value to guests
• Building strong relationships with guests, agents, and third-party partners
• Communicating effectively with hotel operations teams to ensure smooth guest handovers
• Resolving guest concerns quickly, professionally, and proactively
• Supporting forecasting accuracy through timely system updates
• Contributing ideas to continuously improve guest experience and team performance

What We’re Looking For

We’re seeking someone who is naturally warm, proactive, and commercially aware, with a genuine passion for hospitality.

You will ideally have:

• Minimum 2 years’ experience within a hotel or accommodation environment
• Strong understanding of reservations and guest service standards
• Excellent communication skills with a natural ability to make every conversation as individual as you.
• High attention to detail and ability to multitask
• Confidence using reservation and hotel systems
• A collaborative and positive approach to teamwork
• The ability to think quickly and solve problems calmly
• A passion for delivering memorable guest experiences

Experience across wider hotel operations or spa operations would be an advantage.

Why Join Us?

• Be part of a supportive and collaborative hospitality team
• Work in an environment where your ideas and contributions matter
• Opportunity to grow and develop your hospitality career
• Competitive salary
• Flexible working options considered
• A culture built around anticipation, teamwork, excellence, fun, and celebration

If you love hospitality, enjoy helping people, and want to be part of a growing business focused on exceptional guest experiences, we’d love to hear from you.