As the Reservations Manager, you will oversee the day-to-day operations and strategic direction of the reservations department. You will be responsible for ensuring an efficient and sales-focused environment, managing a high-performing team, and working closely with other departments to ensure seamless operations. Your role will involve financial oversight, forward planning, guest due diligence, and the implementation of best practices to drive business growth.
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As a Reservations Manager, you will receive:
* Salary: £35,000 per annum
* 28 days of holiday per year + birthday off
* Annual employee recognition awards
* Vitality medical insurance with great gym discounts & more
* Family rates for our luxurious apartments in central London
* Recommend a friend scheme - up to £250
* Annual staff parties
Key Responsibilities
Operational Management
* Oversee the day-to-day operations of the reservations department, ensuring all inquiries and bookings are handled promptly and efficiently.
* Manage and lead the reservations team, providing training, guidance, and support to ensure high performance and professional development.
* Manage and oversee distributions, ensuring accuracy of occupancy, rates and channels
* Monitor booking systems and ensure data accuracy, including updating rates, availability, and promotions.
Strategic Leadership
* Develop and execute strategies to optimize occupancy levels, revenue, and profitability.
* Conduct regular forecasting and reporting to identify trends and opportunities for growth.
* Collaborate with marketing and sales teams to implement campaigns that drive bookings and revenue.
Financial Responsibilities
* Monitor and report on departmental performance against KPIs, including revenue targets and budget management.
* Ensure accurate invoicing, payment tracking, and reconciliation of guest accounts for both leisure and corporate departments.
* Identify cost-saving opportunities without compromising service quality.
* Report outstanding revenue, weekly pick up and upselling performance.
Cross-Departmental Collaboration
* Work closely with the operations team to ensure smooth guest arrivals and departures, and resolve any operational issues related to bookings.
* Maintain open communication with housekeeping and maintenance teams to manage special requests and ensure room readiness.
* Collaborate with the finance department to streamline processes and address billing discrepancies.
* Work closely with Head of revenue to ensure smooth sales and revenue intakes, OTA ranking and review scores.
Sales-Led Environment
* Foster a sales-focused culture within the reservations team, encouraging upselling and cross-selling opportunities.
* Implement sales training and incentives to drive team performance.
* Ensure that targets for department are reached for each month, quarterly and yearly.
* Monitor and analyse competitor performance to maintain a competitive edge in the market.
Guest Relations and Due Diligence
* Ensure all guest reservations are handled with exceptional attention to detail and customer service.
* Conduct thorough due diligence checks on upcoming guests to mitigate risk and ensure compliance with company policies.
* Address and resolve guest concerns or complaints promptly, maintaining a high level of professionalism.
Experience
* At least 5 years’ experience working in reservations and 3 years’ experience as a Manager, ideally in 5-star hotels.
* Strong leadership skills with the ability to motivate and manage a team.
* Excellent organisational and multitasking abilities with a focus on attention to detail.
* Solid understanding of revenue management, forecasting, and financial reporting.
* Proficient in using property management systems (PMS) and booking platforms.
* Exceptional customer service and communication skills.
* A proactive, sales-oriented mindset with a track record of driving revenue growth.
* Knowledge of legal and compliance requirements related to guest bookings is desirable.
Schedule:
* 40 hours per week, spread across five days.
* Five working days are scheduled between Monday and Sunday (Subject to rota).
* Hours: 09:00 to 17:00, with a 30-minute paid break.
If you are passionate about hospitality and possess the skills outlined above, we encourage you to apply for this exciting opportunity as a Reservations Manager within our team.
All applicants invited for an interview will need to provide proof of their right to work in the UK.