Job Description

Central Reservations Agent: The Role:
We're looking for a detail-oriented and customer-focused Central Reservations Agent to support our growing pub and rooms network. This is a fast-paced role that requires excellent communication, multitasking, and problem-solving skills.
As a Reservations Agent, you'll be the initial point of contact for guests making bookings across our pubs. Your core responsibility is to expertly manage our booking systems, ensuring accuracy, maximising table occupancy, and strictly upholding guest data privacy. You'll deliver exceptional service while maintaining full compliance with data protection regulations.
The role will be home-based but you will need to be able to commute to our Head Office for initial training and then on a monthly basis. The office is based in Teddington, Middlesex, conveniently located next to the train station.
Central Reservations Agent: Key Areas of Responsibility
Handle Inbound & Outbound Calls:

• Manage high volumes of calls professionally, including new bookings, amendments, cancellations, and guest enquiries. Proactively follow up on leads and inform guests of updates or offers.

Email & Live Chat Management:

• Respond promptly and professionally to guest enquiries via email and live chat channels, providing accurate information and resolving issues.

Booking & Availability Management:

• Accurately process bookings across multiple venues, understand site layouts and peak times, and optimise availability to maximise revenue.

Guest Support & Complaint Handling:

• Provide helpful, real-time support and act as the first point of contact for guest concerns, escalating when necessary.

Payment & Data Security:

• Process deposits and pre-payments securely, following GDPR and PCI compliance. Maintain accurate records of all interactions.

Internal Communication:

• Work closely with pub and hotel teams to share booking updates, guest requirements, and ensure a smooth handover.

Continuous Improvement:

• Keep updated on company offerings, software systems, and industry best practices. Actively seek and apply feedback to improve guest experience.

Compliance & Safety:

• Uphold company policies on GDPR, data protection, health & safety, and act as a professional ambassador for the brand.

Central Reservations Agent: The Ideal Candidate:

• The ideal candidate will have a background in hospitality, pubs, restaurants or hotels with front of house experience.
• Experience with handling incoming calls, dealing with them efficiently to fulfil guest requirements and exceeding expectations. Either in a contact centre or reception.
• Have worked with systems such as Guestline, LiveRes and other Zonal products.
• A personable and friendly character who will be a team player
• Effective communication and interpersonal skills, with the ability to collaborate across departments.
• Highly motivated with the ability to work both independently and in a team to achieve results
• Detail-oriented with excellent organisational skills
• The ability to work accurately is essential in the role
• Ability to work with changing priorities and time pressures
• A self-starter who takes a proactive approach

Central Reservations Agent: What's in it for you:

• Competitive salary
• Ability to work from home
• Bonus up to 10% of salary
• The Pantry - 100's of retailers and experience discounts through Reward Gateway
• 50% off food in all Heartwood Collection venues.
• Friends and Family discount of 20% off food at any Heartwood Inns or Brasserie Blanc
• Enhanced Maternity & Paternity package
• 25 days of holiday plus bank holidays
• Additional holiday- option to buy an extra 5 days holiday per year
• A thoughtful gift to celebrate your birthday
• Employee Assistance Program with Hospitality Action
• Cycle to Work Scheme
• Company pension
• Instant access to pay you have already earned through EarlyPay

Company Overview
Recently announced in the Sunday Times Top 100 Places to Work, Heartwood Collection is an award-winning collection of cosy pubs and atmospheric brasseries at the heart of their local communities serving great fresh, seasonal food. Brasserie Blanc, the French brasserie business inspired by Raymond Blanc and Heartwood Inns is renowned for being a home-from-home.
The Heartwood Collection currently has over 40 locations, including Brasserie Blanc restaurants and our lovely Heartwood Inn pubs, many of which now feature beautiful boutique bedrooms. We are aiming to grow to 61 sites by 2027, which could add up to 500 bedrooms over the next four years.