Reservations Coordinator

Exclusive Hotels; Winchester (VA); On-site; USD 31,000 - 43,000; Full time

Benefits offered by this job

Competitive salary plus service charge

50% discount on Food & Beverage across

Preferential rates on stays across our

Free meals whilst on duty

Free use of the on-site gym

Free parking

Employee Assistance Programme

Hospitality Essentials discounts

Training and progression opportunities

Hybrid working environment with home-

Job summary

Lainston House, part of Exclusive Collection, is seeking a Reservations Coordinator to be the first point of contact for guests, handling enquiries and converting them into memorable bookings. You will work with Sales and Guest Experience teams, upsell, and ensure accurate, personalised service across channels.

The role features a rota, weekend work, and benefits designed to support growth, development, and wellbeing within a renowned hospitality group.

Qualifications

• Previous experience within hotel reservations or guest services.
• Strong interpersonal and communication skills with guests and colleagues.
• Proactive, detail-oriented, and commercially aware.
• Proficient with hotel reservation systems and Microsoft Office.

Responsibilities

• Handle all guest accommodation enquiries and reservations from enquiry to arrival.
• Convert enquiries into bookings while maximising revenue through upselling.
• Promote room upgrades and guest experiences to enhance stays.
• Maintain accurate reservation records and ensure data is communicated clearly.
• Capture guest requirements and share leads with Sales and Guest Experience teams.
• Deliver exceptional customer service at every stage of the journey.
• Maintain product knowledge of hotel offerings and events.
• Support the team during peak periods and contribute to performance metrics.

Skills

Hotel reservations

Customer service

Upselling

Communication

Team player

MS Office

Organisational skills

Tools

PMS systems

Job description

Shape Memorable Guest Experiences at Lainston House

Lainston House, part of Exclusive Collection, is a beautiful 17th-century country house hotel renowned for its rich heritage, award-winning dining experiences, cookery school and exceptional hospitality. Surrounded by stunning Hampshire countryside and home to a thriving walled kitchen garden, Lainston House offers guests a truly memorable and authentic experience.

We are looking for a guest-focused and commercially minded Reservations Coordinator to join our team. This is an exciting opportunity for someone who enjoys building relationships, delivering exceptional service and converting enquiries into memorable guest experiences. As the first point of contact for many of our guests, you'll play a key role in shaping their journey from the very first interaction.

At Exclusive Collection, we value our people and are committed to creating an environment where they can thrive. As a Reservations Coordinator, you'll enjoy:

• Competitive salary plus service charge
• 50% discount on Food & Beverage across Exclusive Collection properties
• Preferential rates on stays across our hotels
• Free meals whilst on duty
• Free use of the on-site gym
• Free parking
• Access to our Employee Assistance Programme and wellbeing resources
• Exclusive discounts and benefits through Hospitality Essentials
• Excellent training, development and career progression opportunities across the Collection

Key responsibilities

As Reservations Coordinator, you'll be responsible for handling all guest accommodation enquiries and reservations, ensuring a seamless and personalised experience from initial enquiry through to arrival. Working closely with the Sales and Guest Experience teams, you'll maximise conversion opportunities while maintaining the highest standards of service and accuracy. Our Reservations Coordinator will:

• Manage and respond to reservation enquiries received via telephone, email and online booking channels in a timely, professional and engaging manner.
• Convert leisure enquiries into confirmed bookings whilst maximising revenue opportunities through effective upselling and cross-selling.
• Promote room upgrades and additional guest experiences to enhance guest stays and increase revenue.
• Maintain accurate reservation records, correspondence and booking details within hotel systems.
• Ensure all guest requirements and preferences are captured and communicated effectively across the business.
• Work closely with the Sales and Guest Experience teams to identify opportunities, share leads and support business objectives.
• Deliver exceptional customer service throughout every stage of the guest journey.
• Maintain excellent product knowledge of the hotel, dining experiences, events and wider Exclusive Collection offering.
• Support the wider team during peak periods and contribute positively to departmental performance.

Person Specification

We're looking for a positive and organised Reservations Coordinator who is passionate about creating exceptional guest experiences. You'll be confident communicating with guests, highly attentive to detail and comfortable managing multiple priorities in a fast-paced environment. You'll bring:

• Previous experience within hotel reservations, guest services, sales or a similar hospitality environment.
• A passion for delivering outstanding guest experiences with a genuine customer-focused approach.
• Strong communication and interpersonal skills with the ability to build effective relationships with guests and colleagues.
• Excellent organisational skills and attention to detail.
• A proactive and commercially aware mindset, with the ability to identify opportunities to maximise revenue.
• Experience using hotel reservation or property management systems.
• Good working knowledge of Microsoft Office applications.
• The ability to work effectively both independently and as part of a team.
• A professional, positive and solutions-focused attitude.

This role operates on a rota basis and will work any five days out of seven, including regular weekend working, which forms an essential part of the role.

Why Exclusive Collection?

We are a certified B Corp committed to sustainability, responsible business and creating a positive impact for our people, communities and environment. We foster a culture where talented individuals can thrive, develop and build rewarding careers.

As an equal opportunities employer, we welcome applications from all individuals with the right to work in the UK. Should you require any reasonable adjustments during the recruitment process, please let us know.

Perks and Benefits Generous annual leave, plus public holidays based on location. Extra annual leave for your birthday or an alternative celebration day. Access to an Employee Assistance Programme (EAP) Pension plan with contributions from Mauve Group (where applicable). Opportunities for professional growth via Mauve Academy - our learning portal. Annual training allowance for career development. Hybrid working environment, with home setup allowance (where applicable). Optical benefits (£155/€180 toward eye tests, glasses, and lenses). Exciting opportunities, including domestic/international travel, team meet-ups, and company-wide events.