Reservations Manager

The Doyle Collection Ltd.; Greater London; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Service charge on top of base salary

Upselling incentives

Holiday allowance 28 days + 5

Free meals on duty

Staff discounts

Job summary

The Marylebone Hotel in London seeks a Reservations Manager to lead our Reservations Team across our London properties. You will coach and develop staff to deliver top-notch service from booking through pre-arrival, ensuring a seamless guest journey.

We are looking for a self-motivated, customer-focused manager with proven experience in hotel reservations, strong PMS knowledge, and a track record of hitting KPIs. Join a team dedicated to excellence and guest satisfaction.

Qualifications

• Proven experience in a management or supervisory role within a hotel Reservations Team
• Strong working knowledge of a PMS
• Established track record of achieving KPIs
• Strong leadership and people management skills
• Sound IT skills
• Knowledge of competitors and market trends
• Self-motivated, efficient, and guest-focused approach

Responsibilities

• Manage the day-to-day operations of the Reservations Team
• Coach, develop, and motivate the team to deliver high standards of service
• Oversee the guest journey from initial booking through to pre-arrival
• Monitor and drive performance against KPIs
• Keep up to date on market trends and maintain awareness of competitor activity
• Ensure effective use of the PMS and other reservations systems
• Support recruitment, training, and ongoing development of the team

Skills

PMS knowledge

Leadership

KPIs tracking

Guest-focused approach

Reservations team management

Market awareness

Good IT skills

Tools

PMS

Job description

As Reservations Manager, you will be actively involved in the day-to-day management of the Reservations Teams across our London Hotels – The Bloomsbury, The Marylebone, and The Kensington.

You will coach and develop the teams to ensure they provide the highest standard of service across the guest journey, from booking through to pre-arrival.

This is an ideal opportunity for an efficient, self-motivated, and people-focused manager who communicates well and is currently working as a Reservations Manager or Supervisor within a hotel reservations environment.

Key Responsibilities:

• Manage the day-to-day operations of the Reservations Team
• Coach, develop, and motivate the team to deliver high standards of service
• Oversee the guest journey from initial booking through to pre-arrival
• Monitor and drive performance against KPIs
• Keep up to date on market trends and maintain awareness of competitor activity
• Ensure effective use of the PMS and other reservations systems
• Support recruitment, training, and ongoing development of the team

Skills & Experience:

• Proven experience in a management or supervisory role within a hotel Reservations Team
• Strong working knowledge of a PMS
• Established track record of achieving KPIs
• Strong leadership and people management skills
• Sound IT skills
• Knowledge of competitors and market trends
• Self-motivated, efficient, and guest-focused approach

The Perks of working for The Marylebone Hotel:

• Service Charge on top of your base salary
• Upselling incentives
• Holiday allowance 28 days including Bank Holidays increasing to 33 days with length of service
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels including your friends and family
• Training dedicated to personal development
• GHA staff rates in hotels across the world
• Cycle to work scheme
• Great Location with easy access to public transport
• Reward and recognition programme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme £500

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

The Doyle Collection

The Doyle Collection is a carefully curated collection of seven Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC and Cork. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.