Cluster Reservations Agent

As a Cluster Reservations Agent, you will be responsible for delivering a seamless and personalised booking experience for our guests. You will handle reservations, amendments and cancellations, respond to guest enquiries, and maximise revenue opportunities through effective selling and upselling techniques.

Working closely with Revenue, Sales and Front Office teams, you will play an important role in driving occupancy and ensuring guests receive exceptional service from the very first interaction.

Responsibilities

• Managing reservations across the cluster hotels via telephone and email
• Converting enquiries into confirmed bookings and identifying upselling opportunities
• Promoting room upgrades, packages and additional hotel services
• Ensuring all reservations are entered accurately and efficiently
• Handling amendments, cancellations and no-shows in line with company procedures
• Providing a professional, warm and personalised service to every guest
• Building strong product knowledge of all hotels, facilities, rates and local attractions
• Working collaboratively with Revenue, Sales and Front Office teams to maximise guest satisfaction and revenue performance
• Maintaining the highest levels of accuracy and attention to detail

Skills

• Previous reservations, hotel or customer service experience
• Excellent verbal and written communication skills
• A positive, professional and guest-focused approach
• Strong organisational skills and attention to detail
• Confidence in selling and upselling
• The ability to multitask and prioritise in a fast-paced environment
• A collaborative and supportive approach to teamwork
• A genuine passion for luxury hospitality

The Perks of working for The Marylebone Hotel:

• Service Charge on top of your base salary
• Upselling incentives
• Holiday allowance 28 days including Bank Holidays increasing to 33 days with length of service
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels including your friends and family
• Training dedicated to personal development
• GHA staff rates in hotels across the world
• Cycle to work scheme
• Great Location with easy access to public transport
• Reward and recognition programme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme £500

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

The Doyle Collection

The Doyle Collection is a carefully curated collection of seven Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC and Cork. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.