Reservations Agent

At Firmdale Hotels, we pride ourselves on our collection of unique, award-winning hotels located in the heart of London and New York. Our hotels are known for their vibrant, stylish interiors and exceptional service. We believe in creating an unforgettable experience for our guests, making every stay special through personalised service and attention to detail.

We have an exciting opportunity for a dedicated and enthusiastic Reservations Agent to join our esteemed team at the Covent Garden Hotel. As a Reservations Agent, you will play a crucial role in delivering outstanding service to our guests, ensuring every interaction is memorable and exceeds expectations.

• Provide inspirational and personalised service to guests, ensuring all inquiries are handled with the utmost care and professionalism
• Collaborate with the front office team to manage reservations efficiently and accurately.
• Demonstrate excellent attention to detail when handling guest information and special requests.
• Utilise your knowledge of our hotel rooms, facilities, and services to confidently recommend rates and packages to guests and external agents.
• Maintain impeccable presentation and a warm, welcoming demeanour at all times.
• Foster strong relationships with guests and team members through effective communication and interpersonal skills.

• A team player with a keen willingness to collaborate and contribute to the success of the team.
• A customer-focused individual who is passionate about delivering exceptional service.
• An engaging communicator with warmth and impeccable presentation skills.
• A detail-oriented professional who strives for excellence in every task.
• Enthusiastic and energetic, with a genuine passion for hospitality and guest satisfaction.

What We Offer:

• We offer a competitive salary plus service charge and benefits to be discussed at venue
• Access to Stream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching.
• Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!!

About Us

Set on historic Monmouth Street, in one of London's most loved and lively neighbourhoods, Covent Garden Hotel sits at the heart of the city's theatre district. With the Royal Opera House, Covent Garden Piazza and Neal's Yard all close by, and independent boutiques, cafés and bars lining the surrounding streets, it's a location that buzzes with energy and creativity.

At Covent Garden Hotel, each room is individually designed by Kit Kemp with her characteristic flair, reflecting the spirit of the neighbourhood. To work here is to be part of a team that brings energy, commitment and pride to everything they do, delivering warm and memorable guest experiences in one of London's most vibrant addresses.

You'll be joining a team whose Awards and Accolades speak for themselves:

• Sunday Times Best Places to Work 2024, 2025 & 2026
• Two Michelin Keys, 2024, 2025
• Readers' Choice Awards, Condé Nast Traveller, 2025
• Best Hotels in London, British Vogue, 2024

You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/

Firmdale Hotels was founded in London, in 1985 by husband and wife team, Tim and Kit Kemp. Today, Firmdale has grown to include hotels and private residences across London and New York as well restaurants, bars, spas, an online shop, interior design studio and Laundry facility.

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process. 

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.

At Firmdale Hotels, we pride ourselves on our collection of unique, award-winning hotels located in the heart of London and New York. Our hotels are known for their vibrant, stylish interiors and exceptional service. We believe in creating an unforgettable experience for our guests, making every stay special through personalised service and attention to detail.

We have an exciting opportunity for a dedicated and enthusiastic Reservations Agent to join our esteemed team at the Covent Garden Hotel. As a Reservations Agent, you will play a crucial role in delivering outstanding service to our guests, ensuring every interaction is memorable and exceeds expectations.

• Provide inspirational and personalised service to guests, ensuring all inquiries are handled with the utmost care and professionalism
• Collaborate with the front office team to manage reservations efficiently and accurately.
• Demonstrate excellent attention to detail when handling guest information and special requests.
• Utilise your knowledge of our hotel rooms, facilities, and services to confidently recommend rates and packages to guests and external agents.
• Maintain impeccable presentation and a warm, welcoming demeanour at all times.
• Foster strong relationships with guests and team members through effective communication and interpersonal skills.

• A team player with a keen willingness to collaborate and contribute to the success of the team.
• A customer-focused individual who is passionate about delivering exceptional service.
• An engaging communicator with warmth and impeccable presentation skills.
• A detail-oriented professional who strives for excellence in every task.
• Enthusiastic and energetic, with a genuine passion for hospitality and guest satisfaction.

What We Offer:

• We offer a competitive salary plus service charge and benefits to be discussed at venue
• Access to Stream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching.
• Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!!

About Us

Set on historic Monmouth Street, in one of London's most loved and lively neighbourhoods, Covent Garden Hotel sits at the heart of the city's theatre district. With the Royal Opera House, Covent Garden Piazza and Neal's Yard all close by, and independent boutiques, cafés and bars lining the surrounding streets, it's a location that buzzes with energy and creativity.

At Covent Garden Hotel, each room is individually designed by Kit Kemp with her characteristic flair, reflecting the spirit of the neighbourhood. To work here is to be part of a team that brings energy, commitment and pride to everything they do, delivering warm and memorable guest experiences in one of London's most vibrant addresses.

You'll be joining a team whose Awards and Accolades speak for themselves:

• Sunday Times Best Places to Work 2024, 2025 & 2026
• Two Michelin Keys, 2024, 2025
• Readers' Choice Awards, Condé Nast Traveller, 2025
• Best Hotels in London, British Vogue, 2024

You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/

Firmdale Hotels was founded in London, in 1985 by husband and wife team, Tim and Kit Kemp. Today, Firmdale has grown to include hotels and private residences across London and New York as well restaurants, bars, spas, an online shop, interior design studio and Laundry facility.

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process. 

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.