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Job Summary
Remote Online Reservations Agent – UK Aparthotel Company We are seeking a proactive and customer-focused Online Reservations Agent to join our clients expanding UK based property and hospitality team. This is a remote role from any location. As one of the UK’s leading serviced apartment and aparthotel company, our client is rapidly growing their portfolio into London, Milton Keynes, and beyond. If you have large scale hotel reservations experience and thrive in a fast-paced guest services role, this position is an exciting opportunity to grow with their team. Key Responsibilities Manage all guest communication via email, WhatsApp, and telephone. Handle out-of-hours calls from guests with apartment-related queries. Answer incoming office calls and assist with reservations. Oversee cleaning rota management, ensuring high standards are maintained. Create and improve systems to ensure properties remain at the highest quality. Perform general administrative duties to support daily operations. Process guest bookings and payments using the company’s secure payment system. Manage guest complaints with professionalism and a solution-oriented approach. Work towards performance targets (e.g., improving guest review scores). Create and track to-do lists for properties, including maintenance and inventory items. Use booking platforms such as Apply Below, Expedia, Airbnb, and TripAdvisor. Essential Skills & Experience Must have minimum 1 year of experience with a large Hotel, Serviced Apartment company or Aparthotel. Previous experience in hospitality reservations, guest services, or property administration. Excellent communication skills, both written and spoken. Tech-savvy: confident using hospitality systems such as Apply Below, Airbnb, Expedia, Mews, Breezeway, Airtable, Slack, or similar tools. Proficient in Microsoft Office / Google Workspace. Strong problem-solving skills and the ability to handle multiple tasks under pressure. Self-motivated with excellent time management in a remote environment. A customer-first mindset with a passion for service excellence. Tech Requirements (Mandatory) Must have a reliable remote work setup. The following will be required during the application process: A reliable Windows PC or laptop (Mac/Chromebooks not accepted) – must provide screenshot of “About this PC”. A stable fibre line internet connection (minimum 20 Mbps upload & download) – latest ISP invoice required as proof. Headset with clear microphone for calls. Power backup solution in case of outages. Copy of ISP contract or invoice. Screenshot of an OVH speed test performed on the PC/laptop. Shift Pattern Standard (most frequent) Mon–Fri: 8:30am – 5:00pm Weekend Rotation (every 4–5 weeks, remote) Mon: 8:30am – 5:00pm Tues–Thurs: Off Fri: 8:30am – 5:00pm Sat: 9:00am – 10:00pm (with 1.5hr break) Sun: 9:00am – 10:00pm (with 1.5hr break) Later Shift (every 8–12 weeks) Mon & Fri: 8:30am – 5:00pm Tues–Thurs: 2:30pm – 10:00pm
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