Commercial Service Manager

ZipRecruiter; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading hospitality company is seeking a Commercial Services Manager to oversee operations at their Central London hub. The role involves team leadership, ensuring exceptional customer service, and optimizing operational procedures to enhance performance and revenue growth. Ideal candidates will have a strong focus on fostering a collaborative environment and achieving high standards in service delivery.

Benefits

Hotel discounts across all Axiom Hospitality hotels

28 days holiday, increasing to 33 days

Access to Employee Assistance Line

Use of Wagestream Financial Wellbeing platform

Yearly complimentary stayover after one year

Free meals while on shift

Referral bonus starting at £250

Length of service awards

Qualifications

• Experience managing teams and delivering operational results.
• Strong customer service focus with a history of improving satisfaction.
• Ability to implement and adhere to industry best practices.

Responsibilities

• Lead and manage a team of Reservation & Group Managers.
• Ensure exceptional customer service throughout the reservation process.
• Develop standard operational procedures for the Central Reservations Office.

Skills

Leadership

Customer Service

Operational Efficiency

Job description

Job DescriptionSalary - Competitive salary

The Commercial Services Manager is responsible for leading the day-to-day operations of the Central London Commercial Hub.

You will manage a team of Reservations, Groups & Events Managers, ensuring optimal performance through clear KPIs, regular briefings, weekly updates to the Senior Leadership Team (SLT) on performance. With a focus on maximising both individual and group bookings, you'll oversee the use and effectiveness of reservations systems, implement industry best practices, and ensure all guest enquiries are managed promptly, professionally, and with a service-first mindset.

You will foster a performance-driven culture, using data and feedback to continuously improve team efficiency, customer satisfaction, and commercial outcomes driving revenue growth.

You will be responsible for, but not limited to, performing the following tasks to the highest standards:

• Team Leadership and Development:
• Lead and manage a team of Reservation & Group Managers, ensuring high performance, motivation, and adherence to company standards.
• Foster a positive, collaborative, and high-performing work environment that supports continuous learning and development.
• Conduct regular performance reviews, provide coaching, and implement ongoing training programs to enhance individual and team skills.
• Supervise and guide the reservation team to ensure smooth processing of bookings, group inquiries, special requests, and booking conversions.
• Foster a strong team culture, emphasising teamwork, communication, and accountability.
• Customer Service & Satisfaction:
• Ensure exceptional customer service is delivered at all stages of the reservation process, addressing guest concerns or complaints promptly and professionally.
• Maintain the hotel's reputation for excellent service by adhering to company standards and resolving guest issues effectively.
• Operational Efficiency:
• Develop and implement Standard operational procedures to optimise the daily functioning of the Central Reservations Office.
• Work closely with Sales and Marketing teams to ensure that promotional offers, packages, and other initiatives are communicated and applied to guest bookings.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Radisson Blu Hotel, London Marble Arch.

Benefits

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Opportunities for all

At Axiom Hospitality, we thrive on and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels' impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.

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