Reservations Agent

Location Description

The Reserve is a new and exciting luxury lodge resort set in the grounds of Chester Zoo. Nestled in nature and designed to offer an unparalleled guest experience. The Reserve combines world-class amenities with a unique sense of adventure and tranquillity.

Job Description

We are seeking a friendly, organised, and detail-oriented Reservations Agent to join our team. You will be responsible for handling room reservations and ensuring guests receive accurate information and excellent service from their first point of contact.

As part of the role you may be required to work in other areas of The Reserve, during quieter periods such as Food and Beverage, Front Office, Guest Experience/Concierge or Housekeeping, therefore we require all applicants to be over the age of 21 and hold a Full Clean UK Driving License.

Key Responsibilities

• Handle guest reservations via phone, email, and online systems
• Accurately enter, modify, and cancel bookings in the property management system
• Provide information on room types, rates, packages, and Experiences at The Reserve
• Maximise revenue through upselling and promoting special offers
• Respond promptly to guest enquiries and special requests
• Liaise with Front Office, Sales, and Housekeeping to ensure smooth operations
• Maintain accurate records and follow hotel policies and procedures
• Support with billing for corporate and group rooms

What We’re Looking For

• Previous experience in hotel reservations or front office (preferred but not essential)
• Strong communication and customer service skills
• Good attention to detail and organisational skills
• Confident using reservation systems and basic computer applications
• Ability to work well under pressure and manage multiple tasks
• Flexible availability, including weekends and holidays

Troo Benefits

• Free Meals on Duty: Fuel your success with free meals on duty, ensuring you're nourished and ready to conquer challenges during your work hours.
• Zoo Membership: Membership for you, your partner and your children to visit the Zoo during your time off.
• Food & Beverage Discounts: Calling all foodies! Enjoy mouthwatering discounts at our restaurants and bars. 
• Employee Discount Rates: As a TROO Hospitality team member, you get exclusive access to unbeatable travel discounts at our hotels. Extend the adventure to your loved ones with Friend and Family Rates, making your travel dreams a reality at unbeatable prices.
• Long Service Incentives: Dedication deserves celebration! Our Long Service Incentives honour your commitment with special rewards and recognition for your loyalty over the years.
• Employee Assistance Programme: We care about your well-being, which is why we offer an Employee Assistance Programme to provide support and guidance when life throws its curveballs. Consider it your trusty sidekick in times of need.