Senior Reservations Officer (UK - 5 Star Luxury Hotel)

 About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client 

The Client is an iconic luxury 5-star hotel located in central London, renowned for its classic style, luxurious accommodations, world-class dining venues, spa facilities, and exceptional customer service.

Work hours: Shifting hours within the UK time frame (8:00 AM to 7:00 PM UK time), including weekends and public holidays.

• 9 hours, inclusive of 1 hour lunch break

About the Role

To manage guest enquiries and reservations received via telephone and email for hotel accommodation, spa treatments and restaurant bookings. The role focuses on converting enquiries into confirmed bookings while delivering exceptional customer service.

What You’ll Do

• Handle all reservation enquiries received by telephone and email in a professional and timely manner.

• Convert telephone and email enquiries into confirmed bookings for hotel rooms, spa treatments, restaurants and other hotel services.

• Utilise effective sales techniques to maximise booking conversion opportunities.

• Provide detailed information on rooms, rates, packages, spa services, restaurant offerings and hotel facilities.

• Process reservations accurately within the relevant booking systems.

• Manage amendments, cancellations and special requests in line with company policies.

• Respond promptly to all reservation emails and guest correspondence.

• Send booking confirmations and maintain accurate reservation records.

• Maintain accurate guest profiles and booking information.

• Work closely with operational teams to communicate guest requirements and requests.

• Maintain excellent product knowledge across all hotel services.

• Attend departmental meetings and training sessions as required.

• Perform general administrative tasks related to reservations and guest communications.

What You Bring

• At least 5 years of experience in a customer service/sales hospitality environment with an understanding of guest handling and booking processes.

• Demonstrated flexibility, adaptability, and an open, growth-oriented mindset; willing to take on challenges and receive ongoing feedback.

• Confident decision-making ability and sound judgment to resolve guest inquiries and perform cross-selling without requiring continuous manager oversight.

• Strong team player with a professional, friendly, and positive approach to customer interaction.

• Excellent verbal and written communication skills to handle phone calls, emails, and guest correspondence.

Nice to Have

• Previous experience working within 5-star luxury hotels or international hotel brands.

• Proficiency or prior experience using Opera Cloud or Opera PMS (Property Management System) and extranets (e.g., Booking.com).

Our Hiring Process & AI Disclaimer: We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation. 

Read our full AI Disclaimer to learn more.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

·   Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

·   Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.