Luxury Reservations Manager — Leadership & Flexible Scheduling

Customer Service; City of Westminster; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Health cash plan

Discounted cinema tickets

Complimentary meals on shift

Flexible scheduling

Volunteer day

Job summary

Firmdale Hotels is seeking a Reservations Manager to lead the reservations team within its luxurious Knightsbridge properties. You will handle inquiries, optimise rates and packages, and work closely with the Deputy and General Manager to maintain exceptional guest service and strong financial oversight.

The role requires prior experience in a high-end hospitality operation, proficiency with the Opera system, and a proven ability to lead under pressure while delivering outstanding guest

Qualifications

• Previous experience in a high-end hospitality operation as a Reservations Manager or Supervisor.
• Proficiency in Opera system and a strong working knowledge of Front Office operations.
• Excellent customer service skills with the ability to lead a team and manage guest expectations.
• Attention to detail, effective communication, and problem-solving under pressure.

Responsibilities

• Take ownership of daily reservations operations under senior guidance.
• Handle all incoming reservation inquiries promptly and efficiently.
• Collaborate with management to adapt to varying scenarios and challenges.
• Manage rates and packages for clients and external agents.
• Produce weekly and monthly reservations reports for the General Manager.
• Lead, train and motivate the reservations team and conduct Duty Manager shifts.
• Oversee budgeting and forecasting for the department.
• Address and resolve guest complaints to ensure satisfaction.
• Uphold Firmdale standards in every interaction.

Skills

Customer service

Team leadership

Budgeting

Forecasting

Communication

Attention to detail

Problem solving

Thrives under pressure

Tools

Opera system

Job description

Firmdale Hotels is seeking a Reservations Manager to lead the reservations team within its luxurious Knightsbridge properties. You will handle inquiries, optimise rates and packages, and work closely with the Deputy and General Manager to maintain exceptional guest service and strong financial oversight.

The role requires prior experience in a high-end hospitality operation, proficiency with the Opera system, and a proven ability to lead under pressure while delivering outstanding guest