The Winchester Hotel & Spa has been one of Winchester’s most popular destinations for weekend getaways and spa breaks for over 20 years. The hotel consists of 96 bedrooms across four room types, a relaxing spa with a range of professional treatments as well as a refreshing pool and hot tub, flexible function rooms and a stylish bar and restaurant to enjoy throughout the day.
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.
What we offer
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£13,218.40 per annum
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Permanent, part-time contract (20 hrs per week, work pattern to be discussed at interview.)
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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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 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.
Responsibilities will include but are not limited to:
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Handling incoming reservation inquiries via phone, email, and online booking channels.
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Processing individual and group reservations accurately, ensuring all guest requirements are met.
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Providing clear and professional communication to guests regarding booking confirmations, modifications, and cancellations.
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Maximizing revenue opportunities by upselling room types, packages, and additional services.
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Coordinating with the front office, sales, and revenue management teams to optimize occupancy and availability.
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Maintaining up-to-date knowledge of hotel facilities, promotions, and local attractions to assist guests effectively.
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Ensuring all reservations are inputted accurately into the hotel's booking system and guest profiles are updated.
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Handling payment transactions and ensuring adherence to hotel policies and procedures.
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Monitoring reservation trends and providing feedback to management on booking patterns.
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The ideal person for this role will be enthusiastic about change, focused on details, and trusting.
The core skills and experience required to succeed:
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Previous experience in reservations, front office, or a customer service role within hospitality is preferred.
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Excellent communication skills, both verbal and written, with a professional and friendly demeanor.
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Strong attention to detail and accuracy when processing bookings and guest information.
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Ability to multitask and work efficiently in a fast-paced environment.
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Proficiency in hotel reservation systems and Microsoft Office.
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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 the The Winchester Hotel & Spa.
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.
