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 an experienced Central Reservations Agent to join our Booking Services team, supporting 9 hotels across London. You'll deliver an exceptional booking experience by managing reservations efficiently, handling guest enquiries, and ensuring every booking is processed accurately while identifying opportunities to maximise revenue.
What we offer
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£28,000 per annum
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Permanent, full time contract (40 hours per week)
Benefits
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Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B;
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28 days holiday, including bank holidays, increasing yearly to 33 days;
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Discounts across retail, restaurants, events and more through our benefits & rewards portal;
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Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
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Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
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Yearly complimentary Axiom Xcape stayover after one year of service;
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A growing team with great training, progression, and promotion opportunities;
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Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
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Free meals while on shift;
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Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!
Your role
We are looking for an experienced Central Reservations Agent to join our Booking Services team, supporting 9 hotels across London. Working within our central reservations function, you'll manage reservations for a portfolio of leading hotels, delivering an exceptional guest experience from the first enquiry through to booking confirmation.
Our portfolio includes:
Radisson Blu Hotel, London Bloomsbury
Radisson Blu Hotel, London Bond Street
Radisson Blu Hotel, London Canary Wharf East
Radisson Blu Hotel, London Euston Square
Radisson Blu Hotel, London Leicester Square
Radisson Blu Hotel, London Mercer Street
Radisson Blu Hotel, London South Kensington
Radisson Blu Hotel, London Tottenham Court Road
Guild Hotel Marble Arch
As a Central Reservations Agent, you will be responsible for handling reservations efficiently across the portfolio, providing exceptional customer service, and ensuring all booking details are accurately recorded. Working closely with Front Office, Sales and Revenue Management teams, you'll play an important role in maximising occupancy, driving revenue and delivering a seamless booking experience for every guest.
Responsibilities will include, but are not limited to:
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Handling hotel reservation enquiries via telephone, email and online booking channels.
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Processing individual and group reservations accurately across 9 hotels.
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Assisting guests in selecting the most suitable hotel, room type and package based on their requirements.
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Providing professional communication regarding booking confirmations, amendments and cancellations.
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Maximising revenue by upselling room categories, packages and additional hotel services.
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Ensuring all reservations, guest profiles and booking details are accurately maintained within the hotel reservation system.
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Working closely with Front Office, Sales and Revenue Management teams to optimise occupancy and availability across the portfolio.
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Maintaining up to date knowledge of hotel facilities, services, promotions and local attractions.
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Processing payments in accordance with company policies and procedures.
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Monitoring booking trends and escalating opportunities or concerns where appropriate.
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Delivering exceptional customer service while maintaining brand standards across all hotels.
The ideal person for this role will:
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Be passionate about delivering outstanding customer service.
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Have exceptional attention to detail and accuracy.
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Be organised and able to manage multiple priorities.
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Thrive in a busy, fast paced environment.
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Be a confident communicator with a professional and friendly approach.
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Be proactive, adaptable and enjoy working as part of a collaborative team.
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Have a positive attitude and a genuine passion for hospitality.
The core skills and experience required to succeed:
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Previous experience as a Hotel Reservations Agent, Central Reservations Agent, Reservations Coordinator, Reservations Executive, Reservations Consultant or Front Office Agent within a hotel environment.
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Previous experience working with a hotel Property Management System (PMS) or Central Reservations System (CRS), preferably OPERA Cloud, SynXis or similar.
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Experience handling hotel reservations via telephone, email and online booking channels.
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Experience managing individual and group reservations.
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Excellent verbal and written communication skills with a professional and customer focused approach.
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Strong attention to detail and accuracy when processing reservations and guest information.
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Ability to multitask, prioritise and work efficiently in a fast paced environment.
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Good working knowledge of Microsoft Office.
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Commercial awareness with the ability to identify upselling opportunities and maximise revenue.
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Ability to build effective working relationships with Front Office, Sales and Revenue Management teams.
If you're passionate about hospitality, enjoy delivering exceptional guest service and have experience in hotel reservations, we'd 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 Guild Hotel Marble Arch.
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.
