Reservations Team Member

Location:

The Castle Hotel, Windsor (fully onsite, 5 days per week, Monday–Saturday on a rota basis)

Contract Type:
Full-Time

Sir Richard Sutton Limited (SRSL) operates across hospitality, agriculture, and property management. We aim to provide excellent service and create meaningful experiences for our guests, residents, partners, and local communities. Our teams work with purpose, professionalism, and respect across all areas of the business.

We’re looking for a commercially minded and guest-focused Central Reservations Team Member to join our team in Windsor. This is an exciting opportunity to play a direct role in driving revenue across three hotels while delivering a seamless, brand‑aligned booking experience.

You’ll be at the heart of our guest journey – converting enquiries, maximising room and group revenue, and ensuring every interaction reflects the quality and character of our hotels. This role is ideal for someone with hotel reservations or front office experience who enjoys sales, thrives on targets, and takes pride in accuracy and service excellence.

• Handling telephone enquiries confidently, maximising conversion through strong product knowledge and proactive upselling
• Managing reservations inboxes and OTA messages, ensuring timely, professional, brand‑aligned responses
• Supporting group enquiries, preparing proposals, coordinating pricing with Revenue, and following up to convert business
• Completing detailed pre‑arrival checks (1, 3 and 5 days prior), verifying rates, packages and guest details
• Processing prepayments, managing no‑shows, and ensuring bookings comply with rate conditions
• Maintaining accurate records across PMS and distribution systems in line with revenue strategy
• Collaborating closely with Revenue, Sales, Reception, Finance and Meeting & Events teams to ensure seamless guest delivery
• Contributing to departmental targets including revenue, ADR, occupancy, and conversion performance

As our ideal candidate, you'll have:

• Previous experience in hotel reservations, front office, or a guest‑facing hospitality role
• Confident telephone sales skills with a natural ability to upsell and convert enquiries
• Excellent written communication skills with strong attention to tone and detail
• High levels of accuracy and strong administrative organisation
• Commercial awareness and an understanding of revenue‑focused selling
• Comfortable using hotel PMS and Microsoft Office systems (experience with Infor, Duetto or similar is advantageous)
• A positive, professional, and collaborative approach
• Ability to manage multiple tasks while maintaining quality and pace

At SRSL, you’ll be joining a supportive and collaborative team. We offer:

• Opportunities to learn, grow, and develop
• Strong values and a commitment to wellbeing
• A caring, inclusive working environment
• The chance to make a meaningful impact in your role

You’ll be part of a business that values people and invests in their success.

• Health & wellbeing allowance
• Financial wellbeing support
• Discounted employee and friends & family hotel stay rates
• Volunteering opportunities
• Learning and development options
• Season ticket loan
• Cycle2
  
  Work scheme
• Employee assistance programme
• Enhanced maternity and paternity leave
• Free meals on duty
• Complimentary on‑site parking

Everything we do is shaped by our four values:
Purposeful, Excellent, Able, and Knowledgeable. These guide how we work with each other, support our guests and customers, and contribute to the long‑term success of SRSL.

We welcome applicants from all backgrounds and experiences. If you need adjustments at any stage of the recruitment process, please let us know – we are happy to support you.

SRSL is committed to responsible and sustainable operations. All colleagues contribute to creating a positive environmental and social impact across our business.

All applicants must have the right to work in the UK. We will ask for proof of this during the recruitment process.

Please apply via the job site where this advert is posted by submitting your CV and completing the application process online.

Applications will be reviewed on a rolling basis.