Reservations Coordinator

20 hours per week

The Cumberland

The Cumberland Hotel is a 4-star deluxe hotel in the West End of London, just off Oxford Street. The hotel offers a combination of contemporary design throughout 1019 bedrooms, as well as meeting rooms and the modern Brasserie restaurant. The hotel also has its own destination Momentus bar, as well as a dedicated conference centre.

The Role


To Identify and action bookings errors and special requests ahead of the guests arrival, to enable a flawless check-in experience and prevent revenue loss.


  • Guest Experience & loyalty
  • Consistently offer professional, friendly and engaging service.
  • Keep updated with hotel product knowledge.
  • Ensure profiles are managed correctly for future guest stays, ensuring they reflect stay frequency.
  • Action traces set for reservations admin in a timely manner and set traces for other departments to facilitate guest requests.
  • Maintain and update guest / company / agent profiles in line with the reservations business process as appropriate.
  • To ensure that guest information remains confidential and is not given to unauthorised persons.


  • Complete arrival checks to ensure all reservations are accurately loaded, data entry standards for Opera are maintained and guest requests have been managed.
  • Make sure task list is completed and signed by line manager.
  • Review reservations made to ensure quality of entry.

Commercial and Financial

  • Ensure all billback requests to company and agents have credit and an AR set-up in Opera.
  • Review no-shows and process charges.
  • Review cancellations and process charges.
  • Update and manage third party extranet sites to ensure all transaction balance with Opera.
  • Ensure individual 3rd party authorisation forms are completed for pre-paid third party reservations.
  • Process prepayments and deposits for specific rate codes. Any failed payments are investigated.
  • Support reception/finance with correspondence or queries relating to Paymasters in Opera
  • Managing out of order and out of service rooms effectively, to maximise revenue potential.
  • Work with the hotel revenue executive/manager to resolve any rate code issues.


  • Establish and promote good internal relationships within your department, Hotel or Support Office, ensuring that we treat our customers and colleagues with care and consideration.
  • Responsible for understanding and adhering to the Company’s service standards as defined in employee induction
  • You are responsible for your own Learning and Development and as such you will;
  • Ensure that you are aware of and adhere to the company’s rules and procedures
  • Engage with the continuous process of training and development including your role in the completion of Reviews; one-to-ones and Performance appraisals.
  • Complete and comply with all relevant training (including Company policies, Company procedures and policies specific to your place of work). These include, but are not limited to; Health & Safety, Fire, COSHH, Food Safety and Licensing, Fire Procedures, Bomb Procedure and Premises Licensing arrangements. Training may take place via the Company e-learning system or by other means.
  • You may have an element of multi-skilling within your current role / department and be able to adapt to other relevant departments to enhance your own development within the Hotel.
  • Perform all tasks in accordance with glh standard operating procedures
  • Participate in corporate activities and meetings as required.
  • Ensure your workplace is clean and all equipment prepared for the next day.
  • Carries out any other reasonable tasks.
  • Reports Health and Safety hazards immediately to line manager.

What we look for

  • Very good attention to detail
  • Accurate
  • Problem solver
  • Highly guest focussed with a passion for great service and a drive for guest satisfaction
  • Ability to meet deadlines and work effectively under time constraints
  • Ability to work effectively both independently and as a team
  • Display flexibility and resilience
  • Can demonstrate commercial awareness within the context of their role
  • Highly Guest Focussed with a passion for great service and a drive for guest satisfaction

What's in it for you?

  • Competitive starting salary and Holiday entitlement
  • Discounted hotel rates for yourself and your family across the Guoman and Thistle group
  • A huge range of online benefits which allows you to claim discounts and cash back with thousands of different retailers and service providers
  • The opportunity to work within an organisation committed to personal and career development
  • Pension and Healthcare schemes
  • Uniform (where applicable) and meals on duty