Reservations Agent

Job Title: Reservations Agent

Salary: £27,683.31 per annum

Contract Type: Full-Time, Permanent. Part-Time opportunities may be considered for this position.

Hours: 39 hours per week

Live-in accommodation may be available for exceptional candidates.

This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.

Role Summary

Step into the world of luxury hospitality at the Langdale Estate—an environment where exceptional service, refined guest experiences, and meticulous attention to detail defines everything we do.

As a Reservations Agent, you’ll shape the first impression of our hotels and leisure experiences, guiding guests through a personalised and seamless booking journey that reflects the quality and care of our brand.

You will play a key role in maximising revenue across our hotels, spa, dining venues, and premium self ‑ catering portfolio, ensuring every interaction embodies the warmth, professionalism, and excellence synonymous with the Langdale name.

Key Responsibilities

• Respond professionally to phone, email, and online enquiries for hotel stays, spa treatments, dining reservations and self‑catering holidays.

• Convert enquiries into confirmed bookings through confident communication, upselling, and cross‑selling.

• Maintain accurate reservation records and guest preferences within the PMS.

• Provide clear, detailed information on estate facilities, packages, and local area highlights.

• Collaborate closely with Spa, Restaurant, Guest Services, and Operational teams to deliver a smooth and personalised guest journey.

• Achieve individual and team sales targets while managing inventory to maximise occupancy.

• Support Meetings & Events with initial enquiries and coordination of group booking changes.

• Communicate policies, deposits, confirmations, and waitlist updates clearly and accurately.

• Resolve booking challenges calmly, efficiently, and with exceptional guest care.

• Stay informed on room rate inclusions, offers, and packages to provide confident, knowledgeable service.

Our Ideal Candidate

We’re seeking an individual who is passionate about luxury hospitality and motivated by the opportunity to shape exceptional guest experiences. You will bring:

• A collaborative spirit and the ability to work effectively within a small, dedicated team

• Composure under pressure and confidence in managing multiple priorities simultaneously

• Excellent attention to detail and pride in delivering accuracy

• A guest‑centric mindset with a commitment to exceptional service

• Experience with hotel booking systems or similar reservation platforms (desirable)

What We Offer

• Be our guest with a yearly complimentary stay in our Langdale hotel, B&B rate for one night.

• Get fit for free with complimentary access to our Fitness and Leisure Facilities.

• Get fed for free with meals available in our staff canteen.

• Get recognised with a chance to win cash prizes through Guest Nominations and for colleagues voting you a Langdale Superstar.

• Get a bonus of up to £300.00 with out Refer a Friend scheme.

• Get support with access to our confidential and impartial Employee Assistance Program (EAP) supported by our team of trained Mental Health First Aiders.

• Get it for less with staff discounts in Wainwrights Inn, Brimstone Spa, Brimstone Hotel and Stove Restaurant alongside external discounts such as Kendal Physio, Windermere cruises and B&Q trade.

• Get security after 6 months of service, you will gain enhanced Sick Pay and Life cover up to twice your salary.

Equal Opportunity Employer

Langdale is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. We're committed to fostering an inclusive workplace where unique backgrounds, perspectives, and talents flourish. Our dedication to diversity fuels innovation, ensuring we remain at the forefront of our industry. Join us and be a part of a team that celebrates differences, creating a brighter, more diverse future together.

Working conditions

This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.

Staff accommodation or relocation support may be available for exceptional candidates.

All candidates must have the legal right to live and work in the UK at the start of employment.

Company overview

Set in the heart of the English Lake District and surrounded by breath-taking scenery the Langdale Estate offers a choice of luxury hotel, self-catering and timeshare accommodation, spa experiences and therapies, restaurant, and bar.

At Langdale we pride ourselves on giving our guests an exceptional service and so we want people who want to make a difference, who care about creating a guest experience that is unique and memorable.

Purpose, vision & values

• Timeshare owners and Guests should be at the centre of everything that we do.

• Our people are important, and we should aim to do our very best by them at all times.

• It is incumbent upon us all to ensure that the business is sustainable so that it can deliver the owners needs and ensure that our people prosper.

• The natural environment and our communities are central to our thinking at all times.