Reservations Agent

Company Description

Location: On-site in Knutsford, Cheshire, North-West England (not remote)Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations.

Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.Your purpose will be: To create a seamless, elegant, and personalised booking experience that reflects the sophistication of Fairmont Cheshire, The Mere. The Reservations Agent serves as the first point of contact for many guests, ensuring every enquiry is handled with warmth, precision, and a deep understanding of Fairmont’s luxury standards. Through expert product knowledge, attentive communication, and meticulous accuracy, this role transforms enquiries into memorable stays.Job DescriptionHandle all reservation enquiries via phone, email, and online channels with professionalism and luxury‑aligned serviceConvert enquiries into confirmed bookings through personalised recommendations and confident product knowledgeMaintain accurate guest profiles, ensuring preferences, requests, and loyalty details are captured correctlyCoordinate with Front Office, Sales, and Revenue teams to support smooth operations and guest satisfactionManage room allocations and special requests with attention to detail and operational awarenessSupport VIP and special‑attention bookings, ensuring bespoke arrangements and flawless communicationProcess payments, deposits, and billing information in line with Fairmont and UK financial proceduresRespond to guest queries regarding rates, packages, availability, and hotel facilitiesPromote upsell opportunities including room upgrades, dining experiences, spa treatments, and special packagesEnsure accuracy of all reservations data within the PMS and booking systemsAssist with group reservations, events blocks, and corporate bookings as requiredSupport service recovery by resolving booking issues with discretion and confidenceParticipate in daily briefings to stay informed on occupancy, promotions, and operational prioritiesUphold Fairmont grooming, communication, and service standards at all timesContribute to a positive, collaborative, and guest‑focused environment within the Reservations and Front Office teamsPlease note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.Qualifications1 year of experience in reservations, Front Office, call centre, or guest‑facing luxury hospitality rolesStrong communication and telephone etiquette with a polished, professional presenceExperience with hotel systems such as Opera Cloud PMS or similar (training can be provided)Excellent organisational skills and meticulous attention to detailConfidence handling payments and guest data in line with GDPR and financial proceduresUnderstanding of UK hospitality standards and luxury service expectationsAbility to multitask in a fast‑paced, high‑volume reservations environmentAdditional languages advantageous for an international clienteleA passion for luxury hospitality and creating memorable guest experiencesAdditional InformationWhat is in it for you?Exclusive Discounts:Fairmont Cheshire, The Mere, Spa and Golf discountFairmont, Raffles, and Accor Hotels (friends and family rates are included)20% off food and beverage in on-site restaurants Colleague restaurantBeing part of The Mere Team – our culture is unique!You will benefit from training and development opportunitiesCompetitive salary and benefits including pension28 days of holiday including public holidays1-5 days service award based on length of serviceSpecial rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwideAnd last but not least you will get to work with a team of EXTRAORDINARY people