Reservations Lead — Multi‑Site Booking & Guest Experience

Dakota Hotels; Manchester; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Special discounts on stays and dining

Referral bonuses

Extra holiday day on anniversary

Meals on duty

Dakota uniforming

Employee assistance programme

Mental Health Champions

Flexible working options

Job summary

Dakota Hotels in Manchester City Centre seeks an experienced reservations professional to join as Assistant Head of Reservations. You will lead a multi-site team, maximise revenue opportunities, and ensure exceptional guest service.

Reporting to the Head of Reservations, you will oversee enquiries, train staff in Shiji PMS, manage third-party relationships, and resolve complex booking issues to protect the Dakota brand.

Qualifications

• Minimum 2 years in hotel reservations supervisory/leadership role, multi-site or centralised environment preferred.
• Strong problem-solving to handle complex guest issues.
• Genuine passion for guest experiences and Dakota standards.
• Proactive, detail-oriented, and accuracy-focused.
• Excellent communication to lead and motivate a team.

Responsibilities

• Oversee all reservation activity from direct enquiries to third-party platforms with accuracy and personalised guest options.
• Lead and coach Reservations team to exceed targets and service standards.
• Maintain up-to-date knowledge of packages and promotions to upsell guest experiences.
• Collaborate with on-property teams to recognise repeat guests and ensure seamless service.
• Oversee training (Shiji PMS) and processes to maintain confidence and accuracy.

Skills

Reservations leadership

Guest service orientation

Team coaching

Communication

Tools

Shiji PMS

Job description

Dakota Hotels in Manchester City Centre seeks an experienced reservations professional to join as Assistant Head of Reservations. You will lead a multi-site team, maximise revenue opportunities, and ensure exceptional guest service.

Reporting to the Head of Reservations, you will oversee enquiries, train staff in Shiji PMS, manage third-party relationships, and resolve complex booking issues to protect the Dakota brand.