Booking Services Team Leader

Axiom Hospitality Limited; Greater London; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Hotel discounts across Axiom hotels

28 days holiday including bank hols

Employee assistance line

Wagestream pay access

Referral bonus £250

Free meals on shift

Career progression and training

Job summary

Guild Hotel Marble Arch, London is seeking a motivated Booking Services Team Leader to support the reservations team, oversee daily booking operations, and ensure high service standards.

You will train staff, handle guest inquiries and changes, and coordinate with front office and revenue management to drive occupancy while maintaining accuracy and guest satisfaction.

Qualifications

• Experience in reservations or front office within hospitality.
• Strong leadership and ability to motivate a team.
• Excellent communication and guest-focused problem solving.

Responsibilities

• Oversee the daily operations of the booking services team to ensure smooth workflow.
• Assist with training and development to maintain high guest service standards.
• Handle guest inquiries, modifications and special requests professionally and timely.
• Support revenue management by maximizing occupancy and identifying upsell opportunities.
• Ensure all reservations are recorded accurately and guest profiles are updated.
• Liaise with front office, sales, and revenue management for group bookings and events.
• Monitor team performance and provide constructive feedback.
• Resolve escalated guest concerns and booking issues.
• Maintain knowledge of hotel services, promotions and local attractions to assist guests.
• Ideal candidate is enthusiastic about change, detail-focused, and trustworthy.

Skills

Reservations experience

Leadership

Guest service

Communication

MS Office

Multitasking

Tools

Hotel reservation systems

Microsoft Office

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 motivated, detail-oriented, and service-driven Booking Services Team Leader to support the reservations team in delivering a seamless booking experience. In this role, you will oversee daily booking operations, assist with training and development, and ensure high service standards are maintained.

What we offer

• £34,345.00 per annum
• Permanent, full time hours (40h per week)
• 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!

We are committed to delivering outstanding guest experiences from the moment a booking is made. As a Booking Services Team Leader, you will play a key role in supporting the reservations team, handling booking inquiries, and ensuring accuracy and efficiency in all booking processes.

Responsibilities will include but are not limited to:

• Supervising the daily operations of the booking services team to ensure smooth and efficient workflow.
• Assisting with training and development to ensure team members provide excellent guest service and adhere to booking policies.
• Handling guest inquiries, modifications, and special requests in a professional and timely manner.
• Supporting revenue management by maximizing occupancy and identifying upselling opportunities.
• Ensuring all reservations are accurately recorded in the hotel's booking system and guest profiles are updated.
• Liaising with the front office, sales, and revenue management teams to coordinate group bookings and special events.
• Monitoring team performance and providing feedback to maintain high levels of service and accuracy.
• Handling escalated guest concerns and resolving booking-related issues effectively.
• Maintaining knowledge of hotel services, promotions, and local attractions to assist guests with their bookings.
• 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 similar role within hospitality.
• Strong leadership skills with the ability to support and motivate a team.
• Excellent communication and problem-solving abilities with a guest-focused approach.
• Proficiency in hotel reservation systems and Microsoft Office.
• Ability to multitask and work efficiently in a fast-paced environment.
• High attention to detail and accuracy when processing bookings and guest information.

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.