Luxury Reservations Manager: Lead Guest Experience

Haymarket Hotel; Greater London; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Health cash plan

Discounted cinema tickets

Complimentary meals on shift

Referral bonus scheme

Flexible scheduling

Dry cleaning service

Enhanced holiday allowance

Season ticket loan

English lessons

Team social events

Cycle to work

Job summary

Firmdale Hotels at Haymarket Hotel in London seeks a Reservations Manager to lead daily reservations operations, optimise guest enquiries, and ensure service excellence. You will report to the Deputy and General Manager, overseeing budgets, forecasting, and performance reporting.

You should bring prior Reservations Manager or Supervisor experience in a luxury hotel, and be adept with Opera and Front Office operations, delivering outstanding guest service under pressure.

Qualifications

• Previous experience as a Reservations Manager or Supervisor in a high-end hotel.
• Familiarity with the Opera system is required.
• A strong understanding of all Front Office operations is crucial.
• Exceptional communication and customer service skills are a must.

Responsibilities

• Run the daily operations of the reservations department, managing all incoming reservation enquiries.
• Ensure every interaction with guests, travel agents, and colleagues reflects our commitment to exceptional service.
• Manage the financial aspects of the department, including budgets and forecasting.
• Produce weekly and monthly departmental reports for the General Manager.
• Build and maintain relationships with travel agents, clients and guests to foster loyalty and repeat business.
• Uphold Firmdale's high standards in every aspect of your work, including handling complaints and Duty Manager shifts.

Skills

Reservations leadership

Opera system

Front Office operations

Customer service

Leadership

Hospitality knowledge

Organisational skills

Team motivation

Tools

Opera RMS

Job description

Firmdale Hotels at Haymarket Hotel in London seeks a Reservations Manager to lead daily reservations operations, optimise guest enquiries, and ensure service excellence. You will report to the Deputy and General Manager, overseeing budgets, forecasting, and performance reporting.

You should bring prior Reservations Manager or Supervisor experience in a luxury hotel, and be adept with Opera and Front Office operations, delivering outstanding guest service under pressure.