Reservations Agent

Love creating a brilliant first impression? We’re looking for a Reservations Agent to join our Revenue Team and be the friendly voice behind every guest booking across our pubs and inns. You’ll look after guests from their very first enquiry through to departure, making every interaction warm, helpful and memorable. You’ll report to our Reservations Manager and work with a friendly team and our sites, with a mix of hybrid working from home and travel to our properties.

What You’ll Be Doing

• Looking after guests from their first enquiry right through to departure, with a warm and helpful welcome every time
• Managing reservations across our pubs and inns, booking tables, rooms and guest requirements accurately
• Building great relationships with new, existing and returning guests
• Spotting opportunities to grow accommodation and food and drink revenue through thoughtful upselling and cross-selling
• Handling cancellations, amendments and non-arrivals, keeping our systems up to date
• Updating function sheets, event plans and booking notes so our site teams have everything they need
• Carrying out daily arrival checks to pick up special requirements before guests arrive
• Working closely with our site teams and supporting the wider Revenue Team to hit targets and keep improving the guest booking experience

What We’re Looking For

• Friendly, warm and professional, with excellent written and verbal communication skills
• Experienced in reservations, reception or another customer-facing hospitality role
• Organised and detail-focused, able to juggle multiple bookings and tasks accurately
• Commercially aware, with an eye for opportunities to grow revenue through thoughtful upselling
• Confident using Outlook, Excel and booking or reservation systems
• A team player who is also happy to use your own initiative
• Calm and solutions-focused when handling changes, guest requests and busy periods
• Flexible, able to work evenings and weekends as our team operates seven days a week
• Able to travel to our pubs and inns when needed, with your own transport

What’s In It For You?

• Hybrid working, with travel to our pubs and inns as needed
• 25 days holiday, plus 8 Bank Holidays per year, with options to buy additional days
• A day off for your birthday after one year’s service
• 30% discount on food, drink and rooms at any Butcombe Pub
• 20% off retail purchases in our online shops for beer and merch
• Savings and discounts from thousands of online retailers with the Benefits Bar
• Cycle to Work scheme
• 24/7 mental, financial and physical health support
• Opportunities for growth, development and promotion

Why join us?

At Butcombe Group, we believe hospitality works best when people can just be themselves. We’ve built a culture where individuality is valued, people feel supported, and great work gets recognised. Everything we do is guided by our values, From the Heart, Set the Bar High, Raise the Spirits, and Talk of the Town, creating places and experiences our teams are genuinely proud to be part of.