Reservations Manager

Firmdale Hotels; Greater London; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Health cash plan

Complimentary meals on shift

Discounted cinema tickets

Gym membership

Travel discounts

Staff discounts

Cycle to work scheme

Season ticket loan

Training and English lessons

Job summary

Firmdale Hotels is seeking a dynamic Reservations Manager for Haymarket Hotel in London. You will lead the reservations department daily, handling inquiries, ensuring exceptional service, and guiding the team to meet business goals.

Reporting to senior management, the role combines operational oversight with guest-centric leadership in a luxury setting. The position requires experience in high-end hotels, proficiency with Opera, and a proven ability to train and motivate staff while managing

Qualifications

• Previous experience as Reservations Manager or Supervisor in a high-end hotel operation.
• Familiarity with the Opera system is required.
• A strong understanding of all Front Office operations is crucial.
• Exceptional communication and customer service skills are a must.
• The ability to thrive under pressure and in a busy environment is key.
• A deep understanding of current hospitality trends and competitor offerings.
• Impeccable organisational skills and attention to detail.
• Capable of motivating and training a team, providing solid leadership.

Responsibilities

• Run the daily operations of the reservations department, managing all incoming reservation enquiries.
• Ensure that every interaction with guests, travel agents, and colleagues reflects our commitment to exceptional service.
• Manage the financial aspects of the department, including budgets and forecasting, to meet our business objectives.
• Produce weekly and monthly departmental reports for the General Manager, providing insights and updates on performance.
• Build and maintain strong relationships with travel agents, clients, and guests to foster loyalty and repeat business.
• Uphold Firmdale's high standards in every aspect of your work, from handling complaints to conducting Duty Manager shifts.

Skills

Front Office operations

Opera system

Customer service

Communication

Leadership

Team training

Resilience under pressure

Tools

Opera PMS

Job description

Are you passionate about delivering exceptional guest experiences in a luxurious setting? Firmdale Hotels, renowned for its unique blend of luxury, comfort, and impeccable service, is looking for a dynamic Reservations Manager to join our esteemed team at the Haymarket Hotel.

Firmdale Hotels is a collection of award-winning boutique hotels in London and New York, celebrated for our beautifully designed interiors, distinctive style, and commitment to excellence. Our hotels offer a unique and personal touch, ensuring that every guest enjoys a memorable stay.

As the Reservations Manager, you will play a crucial role in overseeing the daily operations of our reservations department. Reporting directly to the Deputy and General Manager, you will ensure that all reservation enquiries are handled efficiently and that our guests' needs are met with the highest standards of service.

Responsibilities

• Run the daily operations of the reservations department, managing all incoming reservation enquiries.
• Ensure that every interaction with guests, travel agents, and colleagues reflects our commitment to exceptional service.
• Manage the financial aspects of the department, including budgets and forecasting, to meet our business objectives.
• Produce weekly and monthly departmental reports for the General Manager, providing insights and updates on performance.
• Build and maintain strong relationships with travel agents, clients, and guests to foster loyalty and repeat business.
• Uphold Firmdale's high standards in every aspect of your work, from handling complaints to conducting Duty Manager shifts.

What you Need

• Previous experience as a Reservations Manager or Supervisor in a high-end hotel operation is essential.
• Familiarity with the Opera system is required.
• A strong understanding of all Front Office operations is crucial.
• Exceptional communication and customer service skills are a must.
• The ability to thrive under pressure and in a busy environment is key.
• A deep understanding of current hospitality trends and competitor offerings.
• Impeccable organisational skills and attention to detail.
• Capable of motivating and training a team, providing solid leadership.

What We Offer

• We offer a competitive salary plus service charge and benefits to be discussed at venue
• Access to Stream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching.
• Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!!

About Us

Housed in a landmark Regency building designed by the legendary architect John Nash - of Buckingham Palace, Marble Arch and Trafalgar Square fame, Haymarket Hotel is one of London's most elegant addresses. Inside, the generous proportions of Georgian architecture are combined with bold colour, rich pattern and contemporary art, creating an atmosphere that is as inspiring as it is welcoming.

Situated in the heart of the West End, moments from the city's finest theatres, museums, restaurants and landmarks, Haymarket Hotel is a place where history and creativity meet. Featuring unique spaces, such as an 18m pool and a 5-bedroom Townhouse, the hotel offers guests distinctive stays with scope for creativity and award-winning hospitality. To work here is to be part of a team that takes real pride in their surroundings and in delivering warm, memorable experiences for every guest.

You will be joining a team whose Awards and Accolades speak for themselves:

• Sunday Times Best Places to Work 2024, 2025 & 2026
• Two Michelin Keys, 2024, 2025
• Top-Rated Tablet Hotels of All Time, 2025
• Condé Nast Traveller 'Triple Crown', 2026
• One AA Rosette for Culinary Excellence, Brumus Bar & Restaurant, 2025
• AA Breakfast Award, Brumus Bar & Restaurant, 2025

You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/

Firmdale Hotels was founded in London, in 1985 by husband and wife team, Tim and Kit Kemp. Today, Firmdale has grown to include hotels and private residences across London and New York as well restaurants, bars, spas, an online shop, interior design studio and Laundry facility.

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.

Compensation: To be discussed