Reservations Coordinator

Are you a people person who loves creating memorable guest experiences from the very first "hello"? Do you thrive in a fast paced environment where no two days are the same? If so, this is your chance to shine!

We're looking for an enthusiastic and detail driven Reservations Coordinator to join our vibrant Central Customer Contact Centre, opening in early 2026. You'll be at the heart of the guest journey-handling bedroom reservations, restaurant bookings, and event enquiries with confidence, accuracy, and a big smile (even over the phone!).

Job Purpose

Working as part of the Central Customer Contact and Reservations Team, the Reservations Coordinator is responsible for delivering exceptional customer service while handling individual and group bedroom reservations, restaurant bookings, and non complex event enquiries. This role ensures accurate, timely processing of all requests, maximising revenue opportunities and contributing to customer service excellence, through a seamless guest experience, from the first point of contact.

Key Responsibilities

• Process individual and group bedroom reservations courteously and efficiently via phone, email, online channels, and third party platforms.
• Complete follow up activity for conversion of group enquiries, including issuing confirmation and contractual agreement documents.
• Ensure all bookings reflect accurate customer details, rates, room types, guest details, and payment information.
• Maximise sales through upselling room types, packages, and enhancements.
• Manage restaurant reservations, ensuring optimal table allocation and accurate communication with site operational teams.
• Update the restaurant booking system and follow any booking policies or capacity guidelines.

Event Enquiries

• Handle enquiries for meetings, private dining, or non complex events.
• Provide information, proposals, and issue confirmations and contractual agreements in line with company standards.
• Complete follow up activities with customers, to convert enquiries to confirmed bookings.
• Ensure smooth handover to relevant departments for operational delivery.

Customer Service

• Deliver friendly, professional, and efficient service at all times.
• Assist guests with general enquiries, offering knowledgeable advice on property facilities, services, and local information.
• Manage guest requests and resolve issues promptly or escalate when required.

Administration & Systems

• Maintain accuracy in all reservation systems (property management/reservations system, event and restaurant booking software, internal documents).
• Ensure guest profiles, notes, and preferences are updated correctly.
• Follow internal procedures for processing deposits, payments, and adhere to company cancellation policies.
• Support daily tasks such as inbox management, reporting, and booking audits.

Skills & Experience

• Previous experience in a hotel/hospitality reservations, front office, or customer service role preferred.
• Strong communication skills-verbal and written.
• Proven ability to work well as part of a team, supporting colleagues and contributing to shared goals.
• Excellent attention to detail and ability to multi task in a fast paced environment.
• A high level of IT skills, with confidence in using basic computer applications such as Microsoft Word, Excel, Outlook etc., and experience of reservations systems is an advantage.
• Sales oriented mindset with the ability to upsell effectively.
• Warm, confident, and professional telephone manner.
• Strong sense of hospitality and service excellence.
• Organised, reliable, and proactive.
• Positive attitude and willingness to support the wider team.

Benefits

• GreatTronc
• 50% off our boutique bedrooms and meals at Honeycomb Houses
• Development programmes and progression opportunities
• Access to our benefit portal, including 1000's of discounts.
• Wellbeing hub and employee assistance program
• Learning and development platform
• Monthly recognition and reward programmes
• Length of service recognition
• Fantastic team parties and socials
• Flexible working opportunities
• Most importantly, you will feel welcomed as part of the Honeycomb Houses family!

At Honeycomb Houses, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants.