Booking Services Agent

Guild Hotel Marble Arch; City Of London; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hotel discounts

Annual leave

Benefits portal

Mental health support

Wagestream access

Free meals on shift

Service awards

Referral bonus

Career progression

Xcape stayover

Job summary

Guild Hotel Marble Arch in London is seeking a Booking Services Agent to manage reservations and ensure a seamless booking experience for our guests. You will handle inquiries, process bookings, and provide exceptional service to maximise guest satisfaction and revenue opportunities.

This role emphasizes attention to detail, strong communication, and teamwork with front office and revenue teams. You will use hotel reservation systems and Microsoft Office to input bookings, upsell services, and

Qualifications

• Experience in reservations/front office or customer service in hospitality.
• Excellent verbal and written communication with a professional demeanor.
• Strong attention to detail and accuracy in bookings.
• Ability to multitask in a fast-paced environment.
• Proficiency in hotel reservation systems and Microsoft Office.
• Customer-focused with proactive problem-solving.

Responsibilities

• Handle incoming reservation inquiries via phone, email, and online channels.
• Process individual and group reservations accurately, meeting guest requirements.
• Provide clear, professional booking confirmations, modifications, and cancellations.
• Upsell room types, packages, and services to maximise revenue.
• Coordinate with front office, sales, and revenue management to optimise occupancy.
• Maintain up-to-date knowledge of facilities, promotions, and local attractions.
• Ensure reservations are inputted accurately into the booking system and guest profiles updated.
• Handle payment transactions in line with hotel policies.
• Monitor reservation trends and provide feedback to management.

Skills

Reservations experience

Front office experience

Customer service

Communication skills

Attention to detail

Multitasking

Reservation systems

Microsoft Office

Problem solving

Tools

Microsoft Office

Hotel reservation systems

Job description

Guild Hotel Marble Arch, London is an intimate boutique hotel located on a quiet road off Oxford Street. Set within a row of elegantly refurbished Victorian townhouses, enjoy unique spaces to relax with a variety of richly appointed bedrooms and suites perfect for both business and leisure travellers.

We are looking for a detail-oriented, customer-focused, and highly organized Booking Services Agent to manage reservations and ensure a seamless booking experience for our guests. In this role, you will handle inquiries, process bookings, and provide exceptional service to maximize guest satisfaction and revenue opportunities.

What we offer

• £30,284.80 per annum
• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your role

We are committed to delivering outstanding guest experiences from the moment a booking is made. As a Booking Services Agent, you will be responsible for handling reservations efficiently, assisting guests with their booking needs, and ensuring all details are accurately recorded in our system.

Responsibilities will include but are not limited to:

• Handling incoming reservation inquiries via phone, email, and online booking channels.
• Processing individual and group reservations accurately, ensuring all guest requirements are met.
• Providing clear and professional communication to guests regarding booking confirmations, modifications, and cancellations.
• Maximizing revenue opportunities by upselling room types, packages, and additional services.
• Coordinating with the front office, sales, and revenue management teams to optimize occupancy and availability.
• Maintaining up-to-date knowledge of hotel facilities, promotions, and local attractions to assist guests effectively.
• Ensuring all reservations are inputted accurately into the hotel's booking system and guest profiles are updated.
• Handling payment transactions and ensuring adherence to hotel policies and procedures.
• Monitoring reservation trends and providing feedback to management on booking patterns.
• The ideal person for this role will be enthusiastic about change, focused on details, and trusting.

The core skills and experience required to succeed:

• Previous experience in reservations, front office, or a customer service role within hospitality is preferred.
• Excellent communication skills, both verbal and written, with a professional and friendly demeanor.
• Strong attention to detail and accuracy when processing bookings and guest information.
• Ability to multitask and work efficiently in a fast-paced environment.
• Proficiency in hotel reservation systems and Microsoft Office.
• Customer-focused with a proactive approach to problem-solving.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Guild Hotel Marble Arch.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.