Reservations Manager

Queens Hotel; Cheltenham; On-site; GBP 30,000 - 42,000; Full time

Job summary

The Queens Hotel, a historic luxury hotel in Cheltenham, is seeking a proactive Reservations Manager. This leadership role involves managing hotel reservations, ensuring exceptional guest service, and collaborating with internal teams to achieve commercial goals. Ideal candidates will have a rich hospitality background and excellent communication skills. With a focus on teamwork and guest satisfaction, the role offers a range of benefits including free hotel stays and professional development opportunities.

Benefits

Free Hotel Breaks

Leisure Passes

Enhanced Maternity and Paternity Leave

Institute of Hospitality Membership

Learning and Development Opportunities

Confidential Support Services

Subsidised Learning Courses

Free Meals on Duty

Complimentary On-site Parking

Social Events

Qualifications

• Previous experience in hotel reservations or front office.
• High level of accuracy and attention to detail.
• Confident working independently and managing multiple priorities.

Responsibilities

• Manage the full reservations process for the hotel.
• Handle and convert individual, group, and corporate bookings.
• Build strong relationships with internal teams to ensure guest requirements are met.

Skills

Organisational skills

Communication skills

Attention to detail

Commercial awareness

Guest-focused

Tools

Property Management System

Job description

The Queens Hotel is one of Europe’s first purpose-built hotels, steeped in history and located in the heart of Cheltenham. We offer luxury accommodation and warm, intuitive service for guests visiting the Cotswolds. We are proud of our heritage, our people, and our values — Care, Discreet, and Community.

We are currently seeking a proactive and service-led Reservations Manager to join our leadership team. This is a key role responsible for managing all aspects of hotel reservations and contributing to the hotel's commercial success.

As Reservations Manager, you will be responsible for the daily management of the reservations process at The Queens Hotel. You will ensure accurate and timely bookings, effective communication with internal teams, and an exceptional guest journey from the first enquiry. You will also play an active role in supporting occupancy and revenue goals in collaboration with the Front Office and Revenue teams.

Key Responsibilities

1. Manage the full reservations process for the hotel, ensuring efficiency, accuracy, and exceptional guest service.
2. Handle and convert individual, group, and corporate bookings via phone, email, and online platforms.
3. Monitor and update availability, rates, and restrictions in the hotel’s PMS and associated distribution systems.
4. Provide accurate booking data and support forecasting and reporting processes.
5. Build strong relationships with internal teams (front office, sales, and revenue) to ensure smooth handover and delivery of guest requirements.
6. Deliver prompt and professional responses to guest enquiries and special requests.
7. Maintain awareness of business trends, pricing strategy, and competitor activity.
8. Support the hotel's wider commercial and customer service strategy.
9. Implement and maintain departmental processes in line with SOPs and brand standards.
10. Train and support front office staff handling reservations out of hours.

About You

• Previous experience in hotel reservations, front office, or a similar role in hospitality.
• Excellent organisational and communication skills.
• High level of accuracy and attention to detail.
• Experience using a Property Management System.
• Commercially aware, with an understanding of rate management and yield principles.
• Confident working independently and managing multiple priorities.
• Friendly, guest-focused and professional in all interactions.
• A collaborative team player with a positive, proactive approach.

Benefits

• Free Hotel Breaks - Benefit from two free breaks of one/two days in a 12-month period.
• Leisure Passes - £150 contribution towards a leisure centre or National Trust membership.
• Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers).
• Institute of Hospitality - Paid membership for learning, coaching, and mentoring.
• Learning and Development - Extensive training opportunities for personal growth.
• Health Assured - Confidential support including CBT therapy and advice.
• Subsidised Learning Courses - Contributions towards courses of your choice.

Additional benefits include free nutritious meals on duty, complimentary on-site parking, bespoke uniforms, social events, celebrations, and a cycle to work scheme.

At The Queens Hotel Cheltenham, we celebrate diversity, human relationships, and kinship. We empower our people to make a difference.