Guest Experience & Reservations Leader

Buzzworks Holdings; Kilmarnock; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Staff discount across Buzzworks venues

Training and development

Career progression opportunities

Flexible working options

Extra holidays after service years

Stream App & discounts

Wellbeing support & EAP

Job summary

Buzzworks Holdings is seeking a Guest Experience & Reservations Team Leader to steer our reservations team across restaurants, bars and rooms. You will drive bookings with warmth, organisation and attention to detail, supporting teams to deliver brilliant service and ensuring personal, thoughtful responses to guests.

Confident, calm and solutions-focused, you will own when plans go off track, turning guest concerns into positive outcomes and using feedback to lift future experiences.

Qualifications

• Experience leading a reservations or guest services team.
• Strong organisational skills and attention to detail.
• Customer-focused with calm problem-solving ability.

Responsibilities

• Lead and develop your team: Recruit, coach and support the reservations team, setting clear expectations and holding everyone accountable for delivering great guest service.
• Keep our systems running smoothly: Manage our customer service and reservations systems, keeping guest information, booking details and records accurate and up to date.
• Handle guest concerns with care: Be the first point of escalation for complaints, listening carefully and working with venue teams to find timely, thoughtful resolutions.
• Make the most of every diary: Work closely with venues to maximise bookings, manage availability and spot opportunities to fill quieter periods while protecting the guest experience.
• Turn booking data into useful insight: Produce clear reports on reservations and booking trends, helping teams understand performance and take action.
• Support seamless rooms reservations: Oversee accommodation bookings, ensuring accurate details, clear communication and a smooth handover to our hotel teams.
• Be our voice in guest feedback: Monitor and respond to guest reviews in a warm, professional Buzzworks tone, sharing praise and highlighting opportunities to improve.

Skills

People management

Customer service

Organisation

Communication

Tools

Reservations systems

Job description

Buzzworks Holdings is seeking a Guest Experience & Reservations Team Leader to steer our reservations team across restaurants, bars and rooms. You will drive bookings with warmth, organisation and attention to detail, supporting teams to deliver brilliant service and ensuring personal, thoughtful responses to guests.

Confident, calm and solutions-focused, you will own when plans go off track, turning guest concerns into positive outcomes and using feedback to lift future experiences.