Guest Experience & Reservations Team 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

Great experiences start before our guests walk through the door.

At Buzzworks, our purpose is to make people feel great through hospitality. From the first enquiry to the last piece of feedback, every interaction is an opportunity to make our guests feel welcome, valued and excited to visit.

As Guest Experience & Reservations Team Leader, you will lead our reservations team, bringing warmth, organisation and attention to detail to every booking across our restaurants, bars and rooms. You will help our venues make the most of their diaries, support your team to deliver brilliant service and ensure every guest receives a response that feels personal and thoughtful.

Confident, calm and solutions-focused, you will take ownership when things don’t go to plan, helping turn guest concerns into positive outcomes and using feedback to make future experiences even better.

The Buzz

• 40% staff discount across all Buzzworks venues
• Training and development to support your journey
• Career progression opportunities across our growing business
• Flexible working options—work that works for you
• Extra holidays after 1, 3 and 5 years’ service
• Stream App, access to earned pay when you need it, plus retail discounts
• Wellbeing support, including our Employee Assistance Programme, wellness hub and discounted gym membership
• Be part of a team recognised by Best Companies for 10 years running

The Works

• 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.

What You’ll Bring

You’ll be a natural people person with strong organisational skills and a passion for getting the details right. Comfortable leading a team and managing competing priorities, you’ll combine a thoughtful approach to guest care with the confidence to resolve issues and make decisions.

Above all, you’ll understand that behind every booking is a guest choosing to spend their time with us and you’ll help make that experience count.