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 Description

• Handle all reservation enquiries via phone, email, and online channels with professionalism and luxury‑aligned service
• Convert enquiries into confirmed bookings through personalised recommendations and confident product knowledge
• Maintain accurate guest profiles, ensuring preferences, requests, and loyalty details are captured correctly
• Coordinate with Front Office, Sales, and Revenue teams to support smooth operations and guest satisfaction
• Manage room allocations and special requests with attention to detail and operational awareness
• Support VIP and special‑attention bookings, ensuring bespoke arrangements and flawless communication
• Process payments, deposits, and billing information in line with Fairmont and UK financial procedures
• Respond to guest queries regarding rates, packages, availability, and hotel facilities
• Promote upsell opportunities including room upgrades, dining experiences, spa treatments, and special packages
• Ensure accuracy of all reservations data within the PMS and booking systems
• Assist with group reservations, events blocks, and corporate bookings as required
• Support service recovery by resolving booking issues with discretion and confidence
• Participate in daily briefings to stay informed on occupancy, promotions, and operational priorities
• Uphold Fairmont grooming, communication, and service standards at all times
• Contribute to a positive, collaborative, and guest‑focused environment within the Reservations and Front Office teams

Please 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.

Qualifications

• 1 year of experience in reservations, Front Office, call centre, or guest‑facing luxury hospitality roles
• Strong communication and telephone etiquette with a polished, professional presence
• Experience with hotel systems such as Opera Cloud PMS or similar (training can be provided)
• Excellent organisational skills and meticulous attention to detail
• Confidence handling payments and guest data in line with GDPR and financial procedures
• Understanding of UK hospitality standards and luxury service expectations
• Ability to multitask in a fast‑paced, high‑volume reservations environment
• Additional languages advantageous for an international clientele
• A passion for luxury hospitality and creating memorable guest experiences

Additional Information

What is in it for you?

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
  • 20% off food and beverage in on-site restaurants
• Colleague restaurant
• Being part of The Mere Team – our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people