Reservations Agent

Reservations Agent

Final date to receive applications: 8 December 2025

Department: Escapade HQ

Employment Type: Permanent - Full Time

Location: Silverstone

Escapade Silverstone is not just a place, it's a passion. Born from a love of motor sport, we are a next-generation lifestyle experience, dedicated to celebrating the iconic heritage of Silverstone and the thrill of British and international racing.

With modern trackside short-term accommodation and a performance-led clubhouse to enjoy up-close viewing of top-level racing, dining, and wellness, we have created a space which seamlessly merges hospitality and motor sport in an original way, right on the edge of the Silverstone racetrack.

The Reservations Agent at Escapade should aim to assist customers in planning and booking travel adventures and experiences with Escapade Silverstone. This role involves providing personalized recommendations, answering inquiries, and facilitating the reservation process to ensure customers have a seamless and memorable experience.

Reservation Agents help customers choose from a range of activities, accommodations, and destinations, aiming to create unique and enjoyable travel experiences tailored to individual preferences and needs.

Reservations Agents are also entrusted with the responsibility of upholding the brand's standards. This entails fulfilling customer requirements, fostering employee contentment, driving revenue growth, and optimizing the department's financial performance.

• Guest Assistance: Responding promptly and professionally to customer inquiries via phone, email, or online chat. Assisting customers in choosing suitable packages and options based on their preferences and needs.
• Guest Relations: Address guest concerns and special requests promptly, ensuring their needs are met with the utmost attention to detail. Building and maintaining positive customer relationships by addressing concerns, resolving issues, and ensuring customer satisfaction.
• Personalised Recommendations: Providing detailed information about Escapade Silverstone and Silverstone Circuit events, activities, and accommodation options. Coordinate the allocation of guest rooms according to reservations and guest preferences.
• Reservations and Bookings: Processing reservations accurately and efficiently using reservation software or systems. Confirming bookings, issuing tickets, and sending relevant documentation to customers. Handling changes or cancellations according to company policies. Manage room assignments, upgrades, and special requests in collaboration with Reservations, Concierge and Styling Team (Housekeeping Team). Maintaining accurate and organized records of customer interactions, reservations, and payments.
• Problem-Solving: Handle unexpected situations and challenges that may arise during a guest's stay. Offer suitable solutions and assistance to ensure guest satisfaction. Should Show Initiative, Problem Solving, Staff Training, Team Leading
• Communication and Coordination: Liaise with various departments, including housekeeping, front desk, restaurant, and security, to ensure smooth operations and seamless guest experiences. Assist the Guest Experience Manager in implementing and enforcing financial controls throughout the department.
• Upselling and Promotions: Staying up to date with the latest information about Escapade Silverstone and Silverstone Circuit events, schedules, and offerings. Promote hotel services, amenities, and packages to enhance revenue generation. Suggest upgrades, additional services, or special promotions to meet guest needs and increase guest satisfaction.
• Insisting on High Standards: Sharing customer feedback and insights with relevant teams for continuous improvement.
• Technology Utilisation: Utilise hotel management systems, reservation software, and various digital tools to streamline guest requests, track preferences, and enhance service delivery.
• Knowledge of Local Area: Stay updated on local events, festivals, exhibitions, and other happenings to provide guests with accurate and relevant information. Maintain a comprehensive database of local attractions,…