Luxury Reservations Training & QA Manager

Maybourne; England; On-site; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Staff restaurant access

Additional annual leave option

Massage and podiatry subsidies

Wellbeing initiatives

Employee assistance programme

Job summary

Maybourne is recruiting a Reservations Training and Quality Assurance Manager on a 12‑month fixed term basis to lead training and QA across the Reservations team at the Corporate Office. The role focuses on designing and delivering programmes, maintaining quality standards, and driving continuous improvement in guest experience and revenue performance.

You will oversee QA initiatives, monitor interactions, and partner with operational leaders to ensure services reflect Maybourne’s luxury

Qualifications

• Experience in designing and delivering training programmes in hospitality.
• Ability to monitor quality, compliance, and brand standards.

Responsibilities

• Design onboarding programmes for Reservations colleagues.
• Deliver training sessions using varied methods (classroom, e‑learning, role‑play).
• Provide hands‑on training on reservation systems and processes.
• Develop materials, guides and learning pathways.
• Monitor calls, emails, chats and reservations handling for QA.
• Collaborate with leaders to align quality standards with business needs.
• Coach and develop team members and performance improvements.
• Analyse KPIs and report on training impact.

Skills

Training delivery

Quality assurance

Coaching and development

Performance analysis

Documentation and governance

Tools

Reservation systems

Learning platforms

Job description

Maybourne is recruiting a Reservations Training and Quality Assurance Manager on a 12‑month fixed term basis to lead training and QA across the Reservations team at the Corporate Office. The role focuses on designing and delivering programmes, maintaining quality standards, and driving continuous improvement in guest experience and revenue performance.

You will oversee QA initiatives, monitor interactions, and partner with operational leaders to ensure services reflect Maybourne’s luxury