Reservations Assistant

Gonville Hotel Cambridge; Cambridge; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Hotel discounts across Axiom Hotels

28 days holiday including bank hols

Discounts across retail, restaurants,/

Employee assistance line

Wagestream access

Annual stayover after 1 year

Referral bonus £250 per hire

Length of service awards

Job summary

Gonville Hotel Cambridge is seeking a friendly Reservations Assistant to manage bedroom bookings and enquiries with a warm, professional approach. You will personalise reservations, capture guest preferences and coordinate with Front Office, Sales, F&B and Spa to deliver a seamless guest journey.

The role emphasises a guest-first mindset, strong IT skills, and teamwork to meet revenue targets. You must have the right to work in the UK.

Qualifications

• Experience in hotel reservations, front office or a customer-focused hospitality role.
• Excellent communication skills and a naturally warm, personable approach.
• A guest-first mindset, with the ability to anticipate needs and exceed expectations.
• Strong organisational skills and attention to detail.
• Confidence recommending upgrades and additional experiences where appropriate.
• A proactive, positive attitude and the ability to work effectively within a team.
• Good IT skills; experience with Opera Cloud or similar hotel systems would be an advantage.

Responsibilities

• Manage bedroom reservations and enquiries via telephone, email and online channels, ensuring a warm and professional approach.
• Understand each guest's requirements and recommend suitable rooms, packages and experiences.
• Personalise reservations by recording guest preferences, special requests and occasions.
• Ensure booking details are accurate and communicated effectively to the relevant hotel teams.
• Identify opportunities to enhance the guest experience through room upgrades, dining, spa treatments and other hotel offerings.
• Convert enquiries into confirmed bookings while supporting the hotel's revenue and occupancy targets.
• Handle amendments, cancellations and guest requests efficiently and professionally.
• Work collaboratively with Front Office, Sales, Food & Beverage and Spa to deliver a seamless guest journey.
• Support Sales and Events with administrative tasks such as rooming lists, restaurant bookings and pre-orders.

Skills

Hotel reservations

Customer-focused

Excellent communication

Organisational skills

Proactive attitude

Team player

Upselling / upgrades

Tools

Opera Cloud

Job description

Gonville Hotel is a four-star hotel situated in the heart of Cambridge, overlooking the historic Parker's Piece.Being located centrally makes Gonville Hotel the perfect base for a stay in the city, attracting both holidaymakers and businesspeople.

With a range of events and unique dining opportunities, our hotel is also a destination for people resident in the city.

We are looking for a friendly, organised and guest-focused Reservations Assistant to join our team.

As one of the first points of contact for our guests, you will play a key role in creating a positive first impression and ensuring every booking reflects our commitment to personalised hospitality.

We are looking for someone who understands that reservations are about more than processing bookings. They are about understanding individual needs, anticipating expectations and creating memorable experiences from the very first enquiry.

• 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;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Key Responsibilities

• Manage bedroom reservations and enquiries via telephone, email and online channels, ensuring a warm and professional approach.
• Understand each guest's requirements and recommend suitable rooms, packages and experiences.
• Personalise reservations by recording guest preferences, special requests and occasions.
• Ensure booking details are accurate and communicated effectively to the relevant hotel teams.
• Identify opportunities to enhance the guest experience through room upgrades, dining, spa treatments and other hotel offerings.
• Convert enquiries into confirmed bookings while supporting the hotel's revenue and occupancy targets.
• Handle amendments, cancellations and guest requests efficiently and professionally.
• Work collaboratively with Front Office, Sales, Food & Beverage and Spa to deliver a seamless guest journey.
• Support Sales and Events with administrative tasks such as rooming lists, restaurant bookings and pre-orders.

About You

Above all, you will have a genuine passion for hospitality and creating personalised guest experiences.

You will ideally have:

• Experience in hotel reservations, front office or a customer-focused hospitality role.
• Excellent communication skills and a naturally warm, personable approach.
• A guest-first mindset, with the ability to anticipate needs and exceed expectations.
• Strong organisational skills and attention to detail.
• Confidence recommending upgrades and additional experiences where appropriate.
• A proactive, positive attitude and the ability to work effectively within a team.
• Good IT skills; experience with Opera Cloud or similar hotel systems would be an advantage.

What We Offer

The opportunity to work within a distinctive Cambridge hotel and the Radisson Individuals network.

A supportive team environment with opportunities for training and career development.

The chance to make a genuine difference to our guests' experiences.

Join Our Team

We are not simply looking for someone who can take a booking. We are looking for someone who can turn a reservation into the beginning of a memorable guest experience.

If you are passionate about hospitality, enjoy building relationships and believe exceptional service lies in the details, we would love to hear from you.

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 the Gonville Hotel Cambridge.

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.