Sales and Reservation Agent (CRO)

Job Details

Sales and Reservation Agent (CRO)

Imperial Hotels London – based at ILH Central Office (HUB)

40 hours a week (5 Days out of 7 Days weekly rota)

£27,424.00 + Benefits

• Are you passionate about delivering exceptional customer experiences from behind the scenes?
• Do you excel at building strong relationships through clear and professional communication?
• Are you ready to help ensure smooth and efficient operations in the hospitality industry from the comfort of an office setting?

If so, we’d love to hear from you!

We are looking for a highly motivated and detail-oriented Sales & Reservations Agent to join our Reservations Team. In this role, you will be responsible for overseeing all aspects of cluster reservations, from converting accommodation inquiries into confirmed bookings to accurately recording and managing reservations, cancellations, and amendments within the OPERA PMS. Through prompt and professional communication, you will play a key role in delivering a seamless and authentic London experience for our guests.

Why Join Us?

At the Imperial London Family of Hotels, our guests come first. As a Sales & Reservations Agent, you will be a key member of our Central Reservations Team, which plays a crucial role in managing the booking process, optimizing occupancy, and ensuring exceptional guest satisfaction. Serving as the primary point of contact before arrival, you will contribute to a seamless guest experience through prompt, professional, and engaging email communication.

You will be based in our newly refurbished Commercial Office. This is a Call-Centre focused role where you’ll manage reservations, respond to guest enquiries, and ensure each interaction is handled with care.

With a legacy spanning 185 years, our family-run company is rooted in tradition whilst looking to grow and innovate. We need someone who is excited to contribute to our high standard of guest service through meticulous attention to detail and effective digital communication whilst remaining adaptable to changes in the business.

What we’re looking for:

Essential:

• 1-year experience in central reservations or front office within hotels
• Strong proficiency in managing email correspondence.
• Excellent written and verbal communication skills
• A detail-oriented and organised approach, capable of managing multiple reservations and inquiries simultaneously.
• Proficiency in property management systems (e.g., Opera, Amadeus, or similar).

Desirable (Not required but a plus):

• Previous experience in a hospitality or travel office environment.
• Multilingual: Proficiency in additional languages is a bonus.
• Degree in Hospitality or a related field.

What’s in it for you

• 28 days holiday, increasing with length of service up to 33 days (including bank holidays)
• Access to ILH Training Academy programmes, apprenticeships and supported study scheme
• Access to Holiday Purchase Scheme
• Complimentary uniform dry-cleaning. Discounted dry-cleaning on personal items.
• Access to an interest-free Season Ticket Loan or Travelcard Loan
• Team member flat rate discount & 50% discount to friends and family at any of our hotels
• 50% discount at ILH’s nine food and beverage outlets
• Access to coffee and beverage discounts at Blooms Café - £1.50 per beverage
• Access to an employee funded Health Cash Plan
• Access to local Bloomsbury London discounts e.g. bowling and restaurant outlets
• Access to Early Pay - instantly access a portion of the pay you’ve already earned
• Access to shopping discounts across several high-street brands and online retailers
• Access to salary sacrifice schemes e.g. nursery care, cycle to work & technology
• Access to mental health first aiders support & well-being support
• Access to our Employee Assistance Programme by Hospitality Action

You can explore additional benefits here.

About Us:

With a 185-year legacy, our company combines the stability of a long-standing 7th generation family business with the innovation of a startup. We have big plans for growth, and we need someone who shares our excitement for the future, whilst upholding our core values of positivity, care, collaboration, growth, and pride.

We are the Imperial London Family of Hotels, a family-run company dedicated to rewriting the traditional hospitality mindset. We operate 8 hotels and 9 restaurants in the heart of Bloomsbury, London and we believe that great hospitality starts with the right people. So, if you’re ready to bring your expertise to support us with our new chapter, please apply today!