Reservations Manager

Haymarket Hotel; Greater London; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Health cash plan

Discounted cinema tickets

Complimentary meals on shift

Referral bonus scheme

Flexible scheduling

Dry cleaning service

Enhanced holiday allowance

Season ticket loan

English lessons

Team social events

Cycle to work

Job summary

Firmdale Hotels at Haymarket Hotel in London seeks a Reservations Manager to lead daily reservations operations, optimise guest enquiries, and ensure service excellence. You will report to the Deputy and General Manager, overseeing budgets, forecasting, and performance reporting.

You should bring prior Reservations Manager or Supervisor experience in a luxury hotel, and be adept with Opera and Front Office operations, delivering outstanding guest service under pressure.

Qualifications

• Previous experience as a Reservations Manager or Supervisor in a high-end hotel.
• 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.

Responsibilities

• Run the daily operations of the reservations department, managing all incoming reservation enquiries.
• Ensure 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.
• Produce weekly and monthly departmental reports for the General Manager.
• Build and maintain relationships with travel agents, clients and guests to foster loyalty and repeat business.
• Uphold Firmdale's high standards in every aspect of your work, including handling complaints and Duty Manager shifts.

Skills

Reservations leadership

Opera system

Front Office operations

Customer service

Leadership

Hospitality knowledge

Organisational skills

Team motivation

Tools

Opera RMS

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'll be joining a
team whose Awards and Accolades speak for themselves:

• Sunday
  Times Best Places to Work 2024, 2025 & 2026
• Top-Rated
  Tablet Hotels of All Time, 2025
• One
  AA Rosette for Culinary Excellence, Brumus Bar & Restaurant, 2025

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 we 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.