Reservation Agent Full Time NEW

University Arms is a 192-bedroom design-led Hotel situated in the heart of Cambridge, United Kingdom. Overlooking Parker’s Piece is the Hotel’s quintessentially British Restaurant and Bar Parker’s Tavern, Library Lounge, and beautiful 272 square metre wood panelled Ballroom.

Opened in 1834 as a Coaching Inn, University Arms is Cambridge’s oldest Hotel. For 180 years, the Hotel was added to, updated, and modernised in line with the age; however, it was the reopening in 2018 after a four-year £80m full renovation that really positioned the Hotel. It is now Cambridge’s ‘go to’ destination, alluring visitors with the promise of a sense of modern luxury.

What Will You Be Doing

As a Reservation Agent, you will be responsible for handling guest enquiries, processing bookings, and ensuring every interaction reflects our brand standards. Your role is key in maximising room revenue while providing an outstanding guest experience.

THE DUTIES

• Handle incoming reservation enquiries via phone, email, and online platforms
• Process bookings accurately following hotel standards and procedures
• Upsell room types, packages, and services to maximise revenue
• Provide personalised assistance, offering recommendations and tailored solutions
• Update booking systems with accurate guest information and special requests
• Work closely with Front Office, Sales, and Housekeeping to ensure guest expectations are met
• Respond promptly to guest queries, changes, and cancellations
• Maintain knowledge of room categories, rates, promotions, and availability
• Follow data protection, security, and brand standards at all times

What Are We Looking For In You

• Have previous experience in hotel reservations, front office, or customer service (preferred)
• Are confident, articulate, and customer-focused
• Have strong administrative and organisational skills
• Possess excellent written and verbal communication skills
• Are comfortable working with reservation/PMS systems (Opera experience is a plus)
• Can multitask and remain calm under pressure
• Have a proactive approach and a genuine passion for hospitality
• Having a reliable method of transportation to the hotel is essential – we have no on-site parking.

THE PERKS

As well as the opportunity to work with a fantastic team in an exceptional property, the position comes with:

• Competitive salary
• Free meals on duty
• Team Member Incentives
• Team Member Parties
• Room and F&B discounts across the Marriott portfolio
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn up to £400 for referring them!

RIGHT TO WORK

In line with the requirements of UK immigration legislation, all applicants must be eligible to live and work in the UK. Documentary evidence of eligibility to work will be required from candidates as part of the recruitment process.