Central Reservations Agent

Central Reservations Agent: The Role:

We're looking for a detail-oriented and customer-focused Central Reservations Agent to support our growing pub and rooms network. This is a fast-paced role that requires excellent communication, multitasking, and problem-solving skills.

As a Reservations Agent, you'll be the initial point of contact for guests making bookings across our pubs. Your core responsibility is to expertly manage our booking systems, ensuring accuracy, maximising occupancy, and strictly upholding guest data privacy. You'll deliver exceptional service while maintaining full compliance with data protection regulations.

The reservation lines are open 8am-9pm, 7 days a weeks so the role will be shift based working 5 days out of 7, including evenings and weekends. The role will be home-based but you will need to be able to commute to our Head Office for initial training and then on a monthly basis. The office is based in Teddington, Middlesex, conveniently located next to the train station.

Key Responsibilities

  • Guest Contact & Reservations
    • Handle a high volume of inbound calls professionally and in line with training and call scripts
    • Manage reservations, amendments, cancellations, and detailed guest enquiries
    • Make outbound calls to follow up enquiries, confirm bookings, and support revenue opportunities
    • Respond promptly to reservations via phone, email, live chat, and digital channels
  • Booking & Availability Management
    • Accurately input and manage reservations across booking systems
    • Monitor availability across multiple venues, understanding layouts, capacity, peak periods, and constraints
    • Optimise bookings to maximise covers and revenue
  • Guest Experience & Information
    • Provide knowledgeable guidance on venues, menus, events, and offers
    • Act as the first point of contact for guest concerns, resolving simple issues and escalating when required
    • Ensure timely follow-up and resolution of guest complaints
  • Payments & Data Security
    • Process deposits, pre-payments, and cancellation fees using approved systems
    • Adhere strictly to PCI compliance and never store card details
    • Handle guest data securely and in line with GDPR and company policies
  • Administration & Communication
    • Maintain accurate, up-to-date records of bookings and guest interactions
    • Communicate effectively with pub and rooms teams regarding large bookings, special requests, and operational considerations
    • Support smooth handovers and consistent guest experiences
  • Performance & Behaviour
    • Work towards agreed KPIs and contribute insight where targets are not met
    • Act as a professional ambassador for Heartwood Collection at all times
    • Embrace feedback and demonstrate commitment to continuous improvement
    • Operate in line with Heartwood Values
  • Continuous Improvement
    • Maintain strong knowledge of venues, menus, promotions, and systems
    • Develop expertise in reservation, communication, and payment platforms
    • Share insights to improve the guest journey and the reservations processes
  • GDPR- Collect only necessary guest data and ensure accuracy, maintain confidentiality and data security at all times and follow data retention policies and escalate formal data requests appropriately
Central Reservations Agent: The Ideal Candidate :
  • The ideal candidate will have a background in hospitality, pubs, restaurants or hotels with front of house experience.
  • Experience handling incoming calls, dealing with them efficiently to fulfil guest requirements and exceeding expectations.
  • Previous experience of working in a call centre or front desk reception.
  • Have worked with systems such as Guestline, LiveRes and other Zonal products
  • A personable and friendly character who will be a team player.
  • Have excellent communication and interpersonal skills, with the ability to collaborate across departments.
  • Highly motivated with the ability to work both independently and in a team to achieve results.
  • Be detail-oriented with excellent organisational skills.
  • Have the ability to work with changing priorities and time pressures.
  • A self-starter who takes a proactive approach

Central Reservations Agent: What's in it for you:
  • Competitive salary
  • Ability to work from home
  • Bonus up to 10% of salary
  • The Pantry - 100's of retailers and experience discounts through Reward Gateway
  • 50% off food in all Heartwood Collection venues.
  • Friends and Family discount of 20% off food at any Heartwood Inns or Brasserie Blanc
  • Discounted Room Rate in Our Inns
  • Enhanced Maternity & Paternity package
  • 25 days of holiday plus bank holidays
  • Additional holiday- option to buy an extra 5 days holiday per year
  • A thoughtful gift to celebrate your birthday
  • Employee Assistance Program with Hospitality Action
  • Cycle to Work Scheme
  • Company pension
  • Instant access to pay you have already earned through EarlyPay
Company Overview

Recently announced in the Sunday Times Top 100 Places to Work, Heartwood Collection is an award-winning collection of cosy pubs and atmospheric brasseries at the heart of their local communities serving great fresh, seasonal food. Brasserie Blanc, the French brasserie business inspired by Raymond Blanc and Heartwood Inns is renowned for being a home-from-home.

The Heartwood Collection currently has over 40 locations, including Brasserie Blanc restaurants and our lovely Heartwood Inn pubs, many of which now feature beautiful boutique bedrooms. We are aiming to grow to 61 sites by 2027, which could add up to 500 bedrooms over the next four years.
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