Head of Reception & Reservations – Guest Experience & Growth

Cairn Group Hotel; Greater London; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Discounted stays across our hotels and

Food, beverage, spa and leisure

Access to retail, entertainment and生活折

Leadership and career development

Long service awards

Employee Assistance Programme

Health Care Cash Plan

Wellbeing resources and support

Career progression opportunities

Job summary

Treehouse Hotel London, part of Cairn Group, is seeking an experienced Reception & Reservations Manager to lead our reception and reservations teams across Madera and The Nest, driving guest conversion and delivering exceptional service.

You will own the guest journey from enquiry to arrival, manage rotas and budgets, and develop standards and training to maximise revenue and guest satisfaction.

Qualifications

• Proven management experience in restaurant reception, reservations or guest relations.
• Strong knowledge of SevenRooms or a similar reservations system.
• Experience leading teams, managing rotas and improving performance.
• Commercial mindset with understanding of booking conversion, table utilisation and revenue opportunities.
• Excellent communication, organisation and problem-solving skills.
• Passion for hospitality and developing people.

Responsibilities

• Lead, develop and motivate the reception and reservations teams across both venues.
• Manage daily reservations, table allocation, availability and guest enquiries through SevenRooms.
• Drive booking conversion, maximise covers and reduce preventable cancellations and no-shows.
• Oversee group bookings, ensuring accurate records and smooth handovers to operational teams.
• Maintain high standards of guest communication, welcome, guest recognition and complaint resolution.
• Manage rotas, staffing levels and departmental costs within agreed budgets.
• Develop training, procedures and consistent service standards across Madera and The Nest.

Skills

Team leadership

SevenRooms

Reservations management

Commercial mindset

Guest relations

Communication skills

Job description

Treehouse Hotel London, part of Cairn Group, is seeking an experienced Reception & Reservations Manager to lead our reception and reservations teams across Madera and The Nest, driving guest conversion and delivering exceptional service.

You will own the guest journey from enquiry to arrival, manage rotas and budgets, and develop standards and training to maximise revenue and guest satisfaction.