Embark on a journey of refined hospitality as a Reservations Agent at Cambridge House, where every interaction becomes an artful orchestration of bespoke experiences. You will be responsible for handling guest enquiries with care, accuracy and confidence, ensuring every interaction reflects the values and standards of Cambridge House. Working across the full scope of the hotel, the role requires a strong understanding of not only guest rooms but also food and beverage offerings, spa facilities, and special events, enabling you to seamlessly curate personalised reservations for our guests. This is an exciting opportunity to join a pre‑opening environment, where attention to detail, cross‑departmental collaboration and a genuine love of hospitality are essential to bringing the full Cambridge House experience to life.
Key Responsibilities
- Handle all reservations enquiries for Cambridge House via telephone, email and other channels with professionalism and warmth.
- Act as a trusted point of contact for guests, providing knowledgeable guidance on the hotel, its facilities, room categories, rates, entertainment, and directions, ensuring that each guest is fully educated about the property’s full range of offerings as well as those in the surrounding Mayfair area.
- Ensure all reservations are accurately entered into the Property Management System, with clear and detailed notes reflecting guest requirements, expectations, and preferences.
- Deliver a highly personalised approach to every guest interaction, identifying preferences, special occasions, and individual needs.
- Maintain a thorough understanding of all Cambridge House offerings, including food and beverage, wellbeing and spa services, and special events, to enhance and personalise the guest experience.
- Manage reservation amendments, cancellations, and special requests with care, accuracy, and attention to detail.
- Uphold Cambridge House service standards and values across all reservations interactions.
- Contribute positively to a collaborative and supportive team environment during the pre‑opening phase and beyond. Work closely with Rooms and operational teams to resolve any challenges; ensure follow‑through and exceed guest expectations.
- Ensure that all billing and financial transactions are accurately and efficiently executed on behalf of guests.
- Receive and record guest restaurant reservations in person or via phone, inputting all details into Sevenrooms in accordance with Auberge Collection standards, while maintaining full knowledge of the restaurant menu and communicating all special requests and arrangements to restaurant management.
Qualifications
- Previous experience in a reservations, front office or guest services role within a high‑end or luxury hotel.
- Intermediate computer literacy, including PMS (Opera Cloud), Google and Microsoft Office tools.
- Proficiency in English; additional languages are highly desirable.
- A warm, professional telephone manner and strong written communication skills.
- Ability to multi‑task with exceptional attention to detail and accuracy in data handling, guest preferences, and booking records.
- A team‑oriented mindset and a desire to grow within a quality‑led hospitality environment.
- Ability to work cohesively with other departments and co‑workers as part of a team.
- A guest‑first mindset, committed to delivering seamless, personalised service from the initial enquiry onward.
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