Booking Services Agent

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.

• £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!

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.

• 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.

• 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.

At Axiom Hospitality, we thrive on differences and believe it is…