Hotel Reservations Agent Employment Contract UK

Responsibilities reflected in the contract

• Create and amend reservations accurately.
• Apply authorised rates and booking conditions.
• Explain deposits and cancellation terms clearly.
• Protect guest and payment information.
• Coordinate groups and special requirements.
• Record correspondence and handovers.

A realistic working scenario

A guest claims a flexible rate but the recording and confirmation show a restricted booking. The agent preserves the evidence and passes any waiver request to the authorised manager.

Outputs to agree

• accurate confirmed bookings
• clear rate and policy explanations
• timely amendments and handovers

Records and evidence

• Enquiry and booking.
• Rate and terms sent.
• Payment authorisation.
• Amendment or cancellation.
• Booking records.
• Payment records.

Reporting relationship

Typically reports to General Manager, Hotel Manager, Restaurant Manager or Front Office Manager. Confirm the employer's actual reporting structure in the builder.

Authority and escalation

• The agent may sell and amend within system rules; waivers, manual price overrides and group commitments require delegated approval.
• Obtain approval before committing expenditure, changing contractual commitments or making regulated or staffing decisions outside the assigned role.

Tools and systems

• Booking systems.
• Payment systems.
• Kitchen or housekeeping equipment where authorised.
• Shift handover tools.
• Guest communication systems.

Workplace context

• Hotel, restaurant, kitchen, guest-facing or approved hospitality areas.

Contract priorities

• sales incentives
• payment and guest data
• call monitoring
• rate authority

Information the employer should prepare

• the hotels and channels covered
• the hours and remote arrangement
• the rate and discount authority
• the deposit and cancellation rules
• the system and data permissions
• any sales incentive method