Reservations Executive

Job Ref: CHE1892

Branch: Cheval Gloucester Park

Location: Cheval Gloucester Park, London (South West)

Salary/Benefits: Competitive Salary, company benefits and service charge

Contract type: Permanent

Hours: Full Time

Shift pattern: 5 days / 7 days including weekend shifts (between 8am and 8pm)

Hours per week: 40hrs

Posted date: 11/12/2025

Closing date: 13/01/2026

Cheval Gloucester Park and Lexham Garden by Cheval Maison are looking for a dynamic Reservations Executive to join our passionate team and be the voice of our brand. This is your chance to play a key role in creating exceptional guest experiences while driving revenue and building lasting relationships.

As a Reservations Executive, you'll transform enquiries into memorable stays across multiple channels—phone, web, OTAs, corporate accounts, agent accounts, direct and VIP guests, WhatsApp, and online portals. You'll negotiate incoming reservations and extensions with efficiency and profitability, ensuring every opportunity is maximised.

Your role goes beyond reservations: you'll provide timely, accurate information to operational teams, supporting General Managers, Operations and Front Office Managers, and the Commercial Team to guarantee a seamless guest journey. You'll deliver personalized service, anticipate guest needs, and assist with the daily operations of the Reservations department—all while contributing to the success of a fast-paced, innovative hospitality brand.

Key Responsibilities are

Negotiating stays and extensions with a focus on maximizing revenue, conversion, and guest satisfaction.

• Providing accurate, timely updates on guest requests and preferences; maintain up-to-date records in PMS (Opera Cloud) and Microsoft Office tools.
• Collaborating with the Commercial Team and partner with Finance, Front Desk, Housekeeping, and property departments to ensure seamless guest journeys.
• Building rapport with guests and key clients, influencing booking decisions through exceptional service and product knowledge.
• Identifying and pass sales leads to the Sales team; actively cross-sell the collection.
• Handling complex or escalated guest matters professionally and efficiently.
• Supporting the smooth day-to-day running of the Reservations department, sharing knowledge and best practices.
• Working to agreed SLAs/KPIs for response times, accuracy, and conversion.

We want you to apply for this role if you have

Proven experience in reservations or sales within a London luxury 5-star hotel or serviced apartments environment.

• Excellent interpersonal skills with confidence in handling guest matters—including complaints—professionally.
• Intermediate computer literacy, including PMS (Opera Cloud) and Microsoft Office tools.
• Exceptional attention to detail and a passion for outstanding customer service.
• Strong organizational and communication skills; ability to prioritize in a fast-paced environment.
• Commercial awareness and are comfortable working towards revenue and conversion targets.
• Confidence in liaising with stakeholders at all levels; self-motivated and collaborative across global teams.

In return for your passion and drive to succeed we can offer you

• Competitive salary + Service Charge
• 30 days annual leave (increasing with service, including public holidays)
• Company sick pay
• Life Assurance
• Season Ticket Loan
• Learning and Development programmes
• Discount Staff, Family and Friends rates
• Contribution to personal pension (after 3 months)
• And many more benefits

This is a full-time role of 40 hours per week, working 5 out of 7 days, which will include weekends on a rotational basis. Working hours are between 8am and 8pm, with an 8-hour shift per day. The position is based on residence, and you will report directly to the Revenue Manager, ensuring alignment with commercial objectives and operational excellence.

At Cheval Gloucester Park and Lexham Garden by Cheval Maison we're excited to welcome you as a new team member to our property If you're enthusiastic about creating exceptional guest experiences and enjoy working in a supportive, exciting, and collaborative environment, you'll fit right in. Our team takes pride in delivering top-notch service while making every day enjoyable. Come be part of something special—we can't wait to meet you

We believe in empowering our people, so you'll grow your skills with real responsibility while receiving guidance and support from experienced leaders who are invested in your success.

If you thrive on being the best, you can and want to join our award-winning team then look no further and apply now

Helpful to know…

Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above position.

A basic disclosure (DBS Check) will be requested in the event of a position being offered