HEAD OF RESERVATIONS - Harrogate HEAD OF RESERVATIONS Full Time Competitive rate of pay plus monthly service charge, typically 2,400 annually 37.5 hours Nestled in the North Yorkshire countryside, Grantley Hall is a five-star, 17th-century property offering a blend of stately grandeur and contemporary luxury. A leader in luxury hospitality, it was the first UK hotel to achieve Hospitality Assured World Class Status and also received a Two MICHELIN Key Distinction in 2024. As a member of The Leading Hotels of the World and PoB Hotels, it features 47 opulent rooms and suites, five restaurants, three bars, an award-winning spa, and a cutting-edge gym, making Grantley Hall a truly distinctive luxury experience. The hotel is also a member of Forbes Travel Guide which recognises a commitment to service excellence across the globe. Key Responsibilities • Developing and implementing strategies to maximise revenue, occupancy, and guest satisfaction, working closely with the Sales team. • Continuously assess and optimize the Reservations function to align with business goals, identifying opportunities to drive revenue and enhance efficiency. • Providing key insights and recommendations for forecasting and budgeting, contributing to financial planning and business development initiatives. • Monitoring team performance, including remote team members, ensuring workload distribution is fair, productivity remains high, and service levels are maintained. • Handling escalated guest enquiries and complaints, resolving issues effectively to maintain guest satisfaction. • Act as the key liaison between Reservations, Front Office, Sales and Operational teams to ensure seamless communication and guest service. • Working closely with Marketing to ensure promotional packages and offers are effectively and communicated and implemented within the Reservations system. • Maintaining expert-level knowledge of all reservations-related systems, including Opera, Premspa, Sevenrooms, Duetto Synxis and One Journey. • Driving efficiency through technology, identifying system enhancements and automation opportunities to improve the guest booking experience. Key Skills, Qualities & Experience • Proven experience in a senior Reservations, Revenue or Front Office leadership role, ideally within a luxury hospitality environment. • Strong commercial acumen with experience in revenue optimization and data-driven decision making. • Excellent team leadership and development skills, with a track record of building high-performing teams. • Exceptional communication and stakeholder management abilities. • A deep understanding of reservations systems and hotel booking platforms, with a passion for leveraging technology to enhance operations. • Highly organised, detail-oriented and able to work effectively under pressure Benefits We offer a wide range of benefits and have excellent opportunities for career development and provide exceptional training programmes for all employees: Tips typically over £200 per month (£2,400 per year) Complimentary bespoke uniform and chef whites Complimentary meals whilst on duty Refer a Friend bonus - Earn up to £1000 Complimentary employee car parking Complimentary state of the art onsite gym - with personal trainer support 31 days annual leave (including bank holidays) increasing with service Professional development opportunities at all levels Reimbursement on work shoes, sight tests and professional memberships Modern and spacious discounted live in accommodation for eligible roles Access to hundreds of exclusive employee benefits, rewards and discounts targeted specifically at the hospitality sector. We support our employees do more with their money and help their wellbeing be providing access to a wide range of stand out well being support. We celebrate success. With an annual awards ceremony as well team events and incentives. Throughout the year we also celebrate training achievements, birthdays, marriages, new babies and length of service awards. Employee Assistance Programme helpline and online support, along with wellbeing champions onsite Team Member of the Month Awards Discount on Grantley Halls Restaurants, Spa products and Gift Shop Discounted stays at Grantley Hall, as well as other Pride of Britain Hotels Cycle to work scheme Access to Wagestream, allowing you to instantly access your wages Simplyhealth - Health cash plan