Booking Services Team Leader

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.

• £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.

• 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.

• 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.

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