Assistant Reservation Manager

Delano Hotels; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Delano London is opening in late 2026 and seeks an Assistant Reservation Manager to oversee the Reservation Department under the Director of Rooms, ensuring seamless guest experiences from first contact while supporting front and back office functions to maximise revenue and uphold brand standards.

Lead and coach the reservations team, collaborate with Revenue Management, and drive service excellence in a luxury, fast-paced environment during the hotel's launch.

Qualifications

• Minimum two (2) years of progressive experience in reservations, preferably in a luxury or lifestyle brand hotel.
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of computer systems such as: Opera, KnowCross, Microsoft Word, Excel & Outlook is preferred
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high-level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Working knowledge of labor laws, occupational safety and health. Working knowledge of basic safety, security, data protection and emergency procedures in a hotel setting
• Additional language ability is preferred.

Responsibilities

• Oversee daily operations of the Reservation Department and ensure policy adherence.
• Coach and develop the reservation agent to ensure smooth operations across shifts.
• Collaborate with front office to share guest information promptly.
• Organize proper coverage and task completion throughout shifts.
• Monitor booking conversion and drive revenue opportunities and upselling.
• Complete and review daily reports, shift checklists, and document activities.
• Maintain staff engagement through regular coaching and recognition programs.
• Evaluate team performance and take corrective action when needed.
• Participate in hotel and departmental meetings and contribute to initiatives.
• Ensure adherence to brand standards and safety procedures; cooperate with Revenue Management.

Skills

Team leadership

Customer service orientation

English proficiency

Multitasking

Attention to detail

Communication skills

Problem solving

Tools

Opera

KnowCross

Microsoft Word

Excel

Outlook

Job description

Company Description

Opening in late 2026, Delano London brings the spirit and celebrated heritage of the iconic Delano Miami Beach to London, reimagined for a new generation. Set overlooking Kensington Gardens, the hotel will feature 67 rooms and suites, Lana Lusa, the legendary Rose Bar and Rose Lounge, alongside The Source wellness offering.

Delano is a place where personality, creativity and genuine connection come together. We value curiosity, individuality and a sense of fun, creating an environment where our people can be themselves while delivering thoughtful, intuitive and genuinely warm hospitality.

Delano London is part of Ennismore, a global collective of entrepreneurial, founder-built brands rooted in creativity, culture and community, and a joint venture with Accor.

Joining Delano London means being part of something from the very beginning. It is an opportunity to help shape the next chapter of an iconic brand, work alongside an ambitious and creative team and play a part in creating a hotel that feels distinctly Delano from day one.

Job Description

Under the general guidance of the Director of Rooms, the Assistant Reservation Manager is responsible for overseeing the daily operations of the Reservation Department. The Assistant Reservation Manager ensures seamless and exceptional guest experience from the first contact, while maintaining operational efficiency and revenue generation. This role supports both front and back office functions and ensures that service standards meet or exceed brand expectations.

Your Key Responsibilities

• Oversee and ensure the efficient daily operations of the Reservation Department, including pre arrival profile checks, in compliance with hotel policies and procedures.
• Lead by example by actively promoting the company’s core values, brand standards, and service culture.
• Coach and develop the reservation agent, ensuring smooth and efficient operations across all shifts.
• Ensure collaboration with the front office team and the hotel at large so that guest information is shared promptly and thoroughly.
• Organize proper coverage and task completion throughout shifts.
• Monitor booking conversion and drive revenue opportunities and up selling
• Complete and review daily reports, shift checklists, and ensure accurate documentation of all activities.
• Maintain staff engagement through regular coaching, mentoring, recognition programs, and departmental goal alignment.
• Evaluate team performance regularly, taking corrective action when needed to uphold service excellence.
• Participate in hotel and departmental meetings and contribute to broader hotel initiatives and compliance efforts.
• Ensure adherence to all brand standards, operational policies, and safety/loss prevention procedures.
• Collaborate closely with Revenue Management to monitor daily occupancy, manage availability, and address potential booking challenges.
• Foster a culture of empowerment by equipping team members with the tools, training, and support to make guest-focused decisions.
• Provide lateral service as needed, stepping into related roles or responsibilities to support team and guest needs.

Qualifications

• Minimum two (2) years of progressive experience in reservations, preferably in a luxury or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of Computer systems such as: Opera, KnowCross, Microsoft Word, Excel & Outlook is preferred
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high-level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Working knowledge of labor laws, occupational safety and health. Working knowledge of basic safety, security, data protection and emergency procedures in a hotel setting
• Additional language ability is preferred.

What's In It For You...

• The opportunity to launch a visionary hospitality brand in London and shape its culinary identity.
• Join a fast-growing international group focused on building a global hospitality brand.
• A creative, ambitious environment where innovation and excellence are encouraged.
• Be part of a passionate team building a strong portfolio of hospitality concepts.
• Strong development opportunities.
• At Delano London, innovation, excellence and guest-centricity are core. The culture is collaborative and inspiring, with values rooted in authenticity, sophistication and redefining luxury hospitality

Additional Information

Be part of the team bringing an iconic brand into its next chapter. At Delano London, personality counts, ideas are welcomed and everyone plays a part in creating something memorable. We work hard, make it fun and look out for one another, with opportunities to learn, grow and build meaningful relationships across Delano, Ennismore and Accor.

Why Delano London?

Alongside a supportive and creative team culture, you’ll have access to a range of colleague benefits, hotel stays and experiences across the wider group, and the opportunity to work within a global community of distinctive lifestyle and hospitality brands.