Reservations Lead - Boost Occupancy & Guest Experience

RBH; Greater London; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Discounted hotel room rates

Birthday leave

Course Sponsorship

30% F&B discount at RBH hotels

Flexible working arrangements

Life Insurance

Employee Assistance Programme

Free meals on duty

Job summary

RBH Hospitality Management at Hyatt Place London City East is seeking a Reservations Supervisor to drive a smooth, commercially focused reservations operation and mentor the Reservations Agent. You will work to maximise occupancy and revenue, ensuring accurate rate and booking controls across channels.

You will collaborate with Front Office, Sales and Revenue, handle complex enquiries and contribute to continuous service excellence for guests.

Qualifications

• Previous reservations experience within the hospitality industry.
• Strong communication and guest service skills.
• Good commercial awareness including occupancy and upselling.
• Experience supervising a team and coaching staff.
• Proficiency in hotel reservation systems, ideally Opera Cloud.
• Excellent organisational skills and attention to detail.
• Collaborative approach with Front Office, Sales, Revenue and Finance.
• Proactive, hands-on attitude in absence of manager.

Responsibilities

• Oversee day-to-day reservations operation, ensuring enquiries, bookings, amendments and cancellations are handled accurately, efficiently and in line with hotel standards.
• Support and supervise the Reservations Agent, helping to prioritise daily workload and coaching, maintaining high service standards.
• Work with Reservations Manager to maximise occupancy and revenue, identify opportunities to improve conversion and upsell.
• Monitor reservations activity, check rates, packages, payment requirements and booking details to resolve discrepancies.
• Coordinate with Front Office, Sales and Revenue to communicate key commercial activity.
• Handle complex guest and booking enquiries, escalations and ensure professional responses via phone and email.
• Support daily reporting and reservations administration, monitoring trends and no-shows.
• Take ownership of the reservations function in the Reservations Manager’s absence.

Skills

Reservations experience

Communication skills

Commercial awareness

Team supervision

Opera Cloud proficiency

Organization and prioritisation

Attention to detail

Collaboration

Proactive ownership

Guest experience focus

Tools

Opera Cloud

Job description

RBH Hospitality Management at Hyatt Place London City East is seeking a Reservations Supervisor to drive a smooth, commercially focused reservations operation and mentor the Reservations Agent. You will work to maximise occupancy and revenue, ensuring accurate rate and booking controls across channels.

You will collaborate with Front Office, Sales and Revenue, handle complex enquiries and contribute to continuous service excellence for guests.