Head of Reservations

• Lead manage and develop the reservations team setting clear standards of performance service and accuracy.

• Oversee all reservations activity for bedrooms restaurants and events ensuring bookings are processed efficiently and in line with hotel procedures.

• Act as the primary point of escalation for complex or high-value reservations and guest enquiries.

• Ensure reservation systems are used effectively and data is maintained accurately including guest preferences rates and special requirements.

• Work closely with Revenue Management and senior leadership to support pricing strategies availability controls and demand forecasting.

• Monitor booking trends conversion rates and performance metrics producing reports and insights to inform commercial decisions.

• Ensure consistent professional and timely communication with guests via telephone email and online channels.

• Coordinate closely with Front of House Housekeeping Food & Beverage and Events teams to ensure seamless operational delivery.

• Maintain oversight of confirmations amendments cancellations and deposits ensuring compliance with financial and contractual terms.

• Support the development and promotion of packages special offers and upselling opportunities to enhance revenue and guest experience.

• Ensure all reservations procedures align with brand standards legal requirements and internal controls.

• Contribute to budgeting and forecasting processes where required.

• Recruit train coach and appraise reservations colleagues fostering a motivated knowledgeable and service-focused team.

• Manage rotas workload distribution and cover to ensure consistent service levels.

• Encourage continuous improvement through training feedback and performance management.

• Ensure adherence to all hotel policies and procedures including data protection financial controls and Health & Safety requirements.

• Maintain confidentiality of guest and business information at all times.

• Identify opportunities to improve systems processes and service delivery within the reservations function.

• Proven experience in a senior reservations revenue or reservations management role within a hotel or similar hospitality environment.

• Strong leadership and people management skills.

• Excellent organisational and analytical ability with strong attention to detail.

• Confident IT skills with experience using hotel reservation and property management systems.

• Outstanding communication and interpersonal skills with a professional and guest-focused approach.

• Commercial awareness and the ability to balance service excellence with revenue objectives.

• Calm organised and adaptable with the ability to manage priorities in a fast-paced environment.

• Proactive and solutions-focused with a high standard of professionalism.

• Collaborative team player with the confidence to lead and influence across departments.

This role is central to the commercial success and guest experience of the hotel offering the opportunity to make a significant impact within a dynamic hospitality operation.

Qualifications :

Qualifications & Experience

• Proven experience in a senior reservations revenue or reservations management role within a hotel or hospitality environment

• Strong working knowledge of hotel reservation systems.

• Demonstrated experience in managing and developing a reservations team

• Solid understanding of room inventory management rate structures and booking channels

• Excellent written and verbal communication skills with the ability to handle complex guest enquiries professionally

Desirable Qualifications

• A hospitality-related qualification such as:

  • HND / Degree in Hospitality Management Hotel Management or Business Management

  • Diploma in Hospitality Tourism or Hotel Operations

• Professional development in revenue management or reservations for example:

  • Revenue Management certification or training courses

  • Channel management or distribution training

• Experience working within a luxury or high-end hotel environment

Technical & Professional Competencies

• Advanced proficiency in PMS CRS and channel management systems

• Strong analytical skills with the ability to interpret booking data forecasts and performance reports

• Confident use of Microsoft Office particularly Excel

• Knowledge of GDPR and data protection requirements within hospitality operations

Leadership & Personal Attributes (Often Treated as Qualifications)

• Proven ability to lead motivate and develop a team

• High level of attention to detail and accuracy

• Commercial awareness with a focus on maximising revenue and conversion

• Calm organised and decisive under pressure

• Professional presentation and discretion at all times

Additional Information :

Full time permanent contract 

Meals on duty

Onsite parking

Generous employee discounts

This is a full time permanent position five days over seven Monday to Sunday.  

Remote Work :

No

Employment Type :

Full-time