Job Introduction
Lainston House in Winchester, a part of the Exclusive Collection, is a 17th-century country house full of character and charm. With its walled kitchen garden, cookery school, and award-winning fine dining, it is a place where heritage, authenticity, and exceptional hospitality come together.
We are looking for a motivated and guest-focused Reservations Coordinator to support our Sales and Guest Experience teams, converting enquiries into bookings and ensuring every guest's journey begins with outstanding service.
At Lainston House, we believe in rewarding our team for their passion and dedication. As part of our team, you’ll enjoy:
• Competitive pay, plus service charge
• Great rates for stays across all our hotels and 50% discount on Food & Beverage dining
• Free meals while on duty
• Free access to the on-site gym and parking
• Access to our Employee Assistance Programme and wellbeing resources
• Exclusive discounts and perks through Hospitality Essentials
• Opportunities for growth, learning, and internal movement within the Exclusive Collection
Key Responsibilities
- Manage and respond to all reservation enquiries via phone, email and online channels, ensuring a timely, professional and personalised service.
- Maximise revenue by converting leisure enquiries into bookings and proactively identifying upselling opportunities, including room upgrades and additional guest experiences.
- Maintain accurate reservation records, correspondence and confirmations, ensuring all guest information is entered correctly and efficiently.
- Work closely with the Sales and Guest Experience teams to identify revenue opportunities, share leads and deliver a seamless guest journey from enquiry to arrival.
- Anticipate guest needs and provide exceptional service, ensuring every interaction reflects the standards and values of Lainston House and Exclusive Collection.
Person Specification
- Previous experience in a luxury hotel reservations, sales or guest services environment.
- A passion for delivering exceptional guest experiences, with a positive, service-focused approach.
- Strong knowledge of the luxury hospitality market and an awareness of current industry trends and competitors.
- Excellent communication and interpersonal skills, with the confidence to build relationships across all levels of the business.
- Strong organisational skills and attention to detail, with the ability to manage multiple enquiries and priorities effectively.
- A proactive and commercially minded approach, with experience identifying sales opportunities and maximising revenue.
- Proficiency in hotel reservation systems and Microsoft Office applications.
- The ability to work collaboratively as part of a team while also managing responsibilities independently.
This role will Be available to work any five days out of seven, between Monday and Sunday, with weekend working forming a regular and essential part of the role.
We are a certified B Corp, committed to sustainability and responsible business practices. At Exclusive Collection, we champion wellbeing, progression, and a culture where people who share our values can thrive. As an equal opportunities employer, we welcome applications from all individuals with the right to work in the UK. If you require any adjustments during the application process, please let us know.
Apply today and join a team that celebrates creativity, teamwork and genuine care in everything we do.
Apply today and join a team that celebrates creativity, teamwork and genuine care in everything we do.