Location: The Kensington Collection & SafeStay Holland Park
Reports To: Revenue & Reservations Manager / Cluster General Manager
Salary: £28,000 – £34,000 per annum
Duration: Permanent - Full time, 40 hours per week 9:00-5:30
Job Purpose
The Reservationist is responsible for maximising accommodation revenue across all properties by handling reservations efficiently, delivering exceptional customer service and ensuring the highest level of booking accuracy.
The role supports both The Kensington Collection and SafeStay Holland Park, managing hotel rooms, serviced apartments and hostel accommodation through various booking channels while maintaining excellent communication with guests, reception teams and revenue management.
Key Responsibilities
Reservations
Manage all reservations via telephone, email and online channels.
Process bookings accurately within agreed response times.
Convert enquiries into confirmed bookings.
Upsell room categories, breakfast packages and additional services.
Maximise occupancy and revenue opportunities.
Ensure all reservations are entered accurately into the PMS.
Monitor arrivals, departures and availability daily.
Revenue Management Support
Assist with daily rate loading where required.
Monitor occupancy and booking pace.
Identify high-demand periods.
Report unusual booking patterns.
Support revenue strategy implementation.
Assist with overbooking management.
Ensure rate parity across all channels.
OTA Management
Manage reservations received from:
Booking.com
Expedia
Agoda
Hotels.com
Hostelworld
Google Hotel Listings
Direct Website Bookings
Telephone Reservations
Corporate Accounts
Travel Agents
Group Bookings
Guest Service
Respond promptly to guest enquiries.
Handle amendments and cancellations.
Manage special requests.
Resolve reservation issues professionally.
Build strong relationships with repeat guests.
Property Coordination
Work closely with:
Front Office
Housekeeping
Revenue Manager
Sales Team
Finance Department
General Managers
to ensure accurate room availability and smooth guest arrivals.
Administration
Maintain reservation records.
Produce daily arrival reports.
Process deposits and prepayments.
Issue confirmations.
Verify payment details.
Maintain guest profiles.
Ensure GDPR compliance.
Systems Experience
Experience with the following is desirable:
Guestline PMS
Channel Manager
Booking Engine
Microsoft Office
Outlook
Excel
Payment Gateways
Knowledge & Skills
Excellent communication skills
Strong customer service focus
Attention to detail
Ability to work under pressure
Commercial awareness
Good organisational skills
Strong numerical skills
Excellent written English
Positive and professional attitude
Experience Required
Essential
Minimum 2 years' experience in hotel reservations.
