Reservation & Guest Experience Specialist

Guild Hotel Marble Arch; City Of London; Sur place; GBP 27 000 - 33 000; Plein temps

Avantages offerts par ce poste

Hotel discounts

Annual leave

Benefits portal

Mental health support

Wagestream access

Free meals on shift

Service awards

Referral bonus

Career progression

Xcape stayover

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Reservations experience

Front office experience

Customer service

Communication skills

Attention to detail

Multitasking

Reservation systems

Microsoft Office

Problem solving

Outils

Microsoft Office

Hotel reservation systems

Description du poste

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