Head Of Reservations, Meetings & Events

Kew Green Hotels; Rugby; Hybrid; GBP 85,000 - 110,000; Full time

Benefits offered by this job

Employee hotel rates

Discounts at retailers, restaurants, &

Free gym and leisure facilities

Employee Assistance Programme

Job summary

Kew Green Hotels is seeking an ambitious, commercially driven leader to head our central Group Reservations, Meetings & Events function. Reporting to the Commercial Director, you’ll unite the central team and hotels to convert enquiries into bookings and grow revenue.

You will lead managers, optimise enquiry handling and booking journeys, and leverage PMS/CRS systems to improve performance. Experience in hotel operations and delivering change while coaching talent is essential.

Qualifications

• Hotel sector leadership experience, ideally in a hotel management company or branded group.
• Success leading sizeable teams through managers and coaching talent.
• Strong group reservations and meetings & events sales expertise with proven conversion growth.
• Experience simplifying booking journeys and embedding effective procedures.

Responsibilities

• Lead, coach and develop managers and teams with clear sales priorities and accountability.
• Win more group, meetings & events business by improving enquiry handling and conversion.
• Remove friction from booking journeys and embed practical operating procedures.
• Turn performance data and customer feedback into action and measurable improvement.
• Leverage PMS, CRS, pricing, CRM and contact-centre systems to strengthen sales.
• Partner with Commercial and hotel Operations to align resources with demand.
• Lead process and technology changes while keeping teams engaged and service standards high.
• Build relationships with brand partners and technology suppliers to unlock improvements.

Skills

People leadership

Sales leadership

Group reservations

Meetings & events sales

CRM/BI reporting

Operational change management

Tools

OPERA

OPERA Cloud

CRM

BI reporting

Job description

Lead the team. Win more business. Make your commercial impact across Kew Green Hotels.

We’re looking for an ambitious, commercially driven leader to head our central Group Reservations, Meetings & Events function. Reporting to the Commercial Director, you’ll bring our central team and hotels together to convert more enquiries, grow revenue and create booking experiences that keep customers coming back.

About the Role

You’ll take ownership of performance across our Reservations, Meetings & Events operation, turning commercial ambition into results. Leading through your managers, you’ll build confident teams that spot opportunities, sell effectively and turn enquiries into confirmed business.

This is your opportunity to shape how our central team and hotels work together: sharpen the sales approach, remove friction from booking journeys and make smarter use of people, data and technology to unlock growth.

Key responsibilities include:

• Lead, coach and develop managers and teams, with clear sales priorities, high standards and accountability for results.
• Win more group, meetings & events business by improving enquiry handling, sales conversion and booking quality.
• Remove friction from booking journeys and embed practical operating procedures that help teams sell more and deliver a consistently strong customer experience.
• Turn performance data and customer feedback into action: identify missed opportunities, focus coaching and measure commercial improvement.
• Get more from PMS, CRS, pricing, CRM and contact-centre systems to strengthen sales effectiveness and make booking easier.
• Partner with Commercial and hotel Operations colleagues to align resources with demand, improve customer experience and drive sales growth.
• Lead process and technology changes that improve performance while keeping teams engaged and service standards high.
• Build productive relationships with brand partners and technology suppliers to unlock improvements across the operation.

About You

You’re a people leader with a commercial edge. You know how to motivate teams, challenge the status quo and turn a good sales operation into a stronger one. You combine clear expectations with hands‑on coaching, build trusted relationships and follow through from opportunity to action to results.

We’re looking for someone who brings:

• Significant hotel‑sector leadership experience, ideally in a hotel management company, branded group or multi‑property operation.
• Success leading sizeable teams through managers, developing talent and creating a culture of commercial ownership.
• Strong group reservations and meetings & events sales expertise, with clear evidence of improving conversion, growing revenue and strengthening commercial results.
• A practical track record of simplifying booking journeys, embedding effective procedures and quality frameworks, and improving service delivery.
• Confidence turning hotel and partner systems, CRM and BI reporting into insight, better decisions and focused action.
• Credibility with Hotel Managers and the ability to bring Operations and Commercial teams together around shared goals.
• Experience delivering operational and technology change while keeping people engaged and service performance strong.

Experience with OPERA or OPERA Cloud would be a strong advantage, alongside knowledge of IHG brands and systems. Experience leading a central reservations, groups, meetings & events or commercial hub supporting multiple hotels, plus familiarity with omnichannel platforms, would also help you make an impact.

Benefits

Make an impact and enjoy rewards that support your career and life outside work:

• Career development through fully funded apprenticeships and our internal development programme.
• Employee hotel rates, with great discounts on stays around the globe.
• Attractive discounts across a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• 24/7 wellbeing, financial and legal support through our Employee Assistance Programme.

Next Steps

Shortlisted candidates will start with a 15-minute phone conversation with our recruitment team to explore the role and your experience. If successful, you’ll meet with the Commercial Director to discuss the impact you could make.

At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail] - we’re here to support you.

Who are Kew Green Hotels?

Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. People power our business. Commercial performance and great guest experiences drive us. Join us and help build hotels and teams we’re proud of. Learn more about who we are and what drives us at www.kewgreenhotels.com.