Cluster Reservations Agent

Job details
Posting date:	28 January 2026
Hours:	Full time
Closing date:	27 February 2026
Location:	Oxford, OX1 4PS
Company:	IHG Hotels & Resorts
Job type:	Permanent
Job reference:	1457149342

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Summary

A fantastic opportunity for a Cluster Reservations Agent to join our Cluster team in voco Oxford Spires & voco Oxford Thames on a Full-Time contract! This is a Cluster role, split between the 2 properties.

We are offering a salary of £30,087.33 + 10% annual bonus.

Staff Accommodation in Oxford available!

At voco, everyone’s a host and ready to provide our guests with the relaxed but attentive stay that they desire. We are reliably different, a trusted name offering an informal, non-pretentious stay that leaves our guests with a lasting impression. With a focus on our environment, you will be greeted by environmentally conscious innovations from start to finish.

voco Oxford Spires, a stylish hotel in Oxford close to the river Thames, we are a short stroll from fascinating museums and university colleges in the city centre. At voco Oxford Spires our guest rooms offer welcoming voco flourishes.

Enjoy all-day dining in Deacons Restaurant and cocktails in Deacon’s bar with outside options for eating and drinking on the attractive terraces.

The Hotel is surrounded by gardens and if you are lucky (and quiet) you might even spot our resident family of muntjac deer.

Close to the heart of Oxford, on the banks of the River Thames, lies voco Oxford Thames hotel. With a history dating back to the Middle Ages, the hotel’s surroundings have an intriguing story to tell. voco Oxford Thames combines its medieval character with 21st-century style to create a unique setting for memorable meetings, conferences, and weddings alike, Dining at the voco Oxford Thames is a relaxed affair; discover British classics in the restaurant, enjoy pub favourites in the bar, or take afternoon tea either in the conservatory or out on the terrace.

Check out our Instagram pages @vocooxfordspires & @vocooxfordthames!

Our Cluster Reservations Agent enjoy a range of benefits including:

Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities
Extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice
Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
Meals whilst on duty
28 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated)
We provide every employee company sick pay and life insurance
Amazing discounts for our hotels and restaurants around the world
Discounts from over 15,000 stores – all the way from retail to cinema
Don’t forget, bring your friends, and take part in our generous ‘Refer a Friend’ programme!

We are looking for As a Reservations Agent, you will build strong relationships with your clients through regular contact by telephone, e-mail and in person. You will also actively seek client feedback and sales leads wherever possible. All bookings will be made via our in-house system, creating written confirmations & function sheets.

Given the nature of this role, it is important that you have some Reservations Experience whether you have previously worked in a Hotel or a Destination Venue, or in a Sales administration role. Along with the above, you’ll pride yourself on your high levels of attention to detail and delivering our brand standards.

Your main responsibilities as a Cluster Reservations Agent will be:

To handle individual enquiries and bookings in an efficient and pleasant manner.
To handle and communicate special requests to various departments
To provide service of high quality and high accuracy for all reservations. Ensure relevant platforms / systems are up-to-date including OTA extranets
To check all reservations correspondence prior to arrival ensuring accuracy and maximising occupancy
To ensure daily / weekly reservations tasks are completed
To ensure all standards and procedures comply with IHG and UK Managed Hotels’ standard
To ensure enquiries are managed to maximise sales, occupancy and revenue, including up-selling equipment, F&B and relevant hotel facilities wherever possible
To actively consider prevention, recovery and investigation of any complaints
To consistently deliver an excellent service to all guests and clients making enquiries or bookings at the hotel, with face to face and telephone meetings.
To establish client requirements and identifying how the hotel can facilitate their needs
To succeed as a Reservations Agent, you will need:
A minimum of 1 years’ experience within a Reservations or Front Desk role in a similar sized property is essential.
Experience in delivering high quality of customer service skills.
Ability to prioritise work tasks and maintain high accuracy.

To succeed as a Cluster Reservations Agent, you will need:

To ensure enquiries are managed to maximise sales, occupancy and revenue, including up-selling equipment, F&B and relevant hotel facilities wherever possible
To accurately input all enquiries into Sales and Catering system
To compile accurate function sheets, distributing weekly and discussing with Operations Team, accordingly, proving updates as require
To actively work as part of a team to achieve the department objectives and budget
To actively consider prevention, recovery and investigation of any complaints
To liaise with clients to ensure that accurate details for each event & reservation are obtained
To consistently deliver an excellent service to all guests and clients making enquiries or bookings at the hotel, with face to face and telephone meetings.
To establish client requirements and identifying how the hotel can facilitate their needs

If you are someone who wants to join a company which favours laid-back but attentive connections with a focus on the environment, apply today to join our team as a Cluster Reservations Agent!

You must meet the legal requirements to work in the UK.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Join voco™ hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco™ hotels

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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