Reservations Manager

Holiday Inn Express Southwark; London Borough of Southwark; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Room discounts

Extra holiday for birthday

Maternity & parental leave

Course sponsorship

Food discount

Refer a Friend

Flexible working

Wagestream pay access

Life insurance

Employee assistance

Wellness events

Free meals on duty

Job summary

RBH Hospitality Management is seeking an experienced Reservations Manager to lead the reservations team, maximise occupancy, and coordinate with sales, marketing, and front office to deliver a seamless guest journey.

The role requires strong analytical ability, proficiency in Opera or similar PMS, and excellent communication skills to manage enquiries, group bookings, and VIP requests while maintaining brand standards.

Qualifications

• Experience in reservations or revenue management in hospitality.
• Excellent communication and client-focused booking handling.
• Analytical with ability to interpret booking data for rate changes.
• Proficiency in reservations systems (Opera or similar) and CRM tools.
• Strong organisational and multitasking abilities for high call volumes.
• Flexibility to work weekends and holidays.
• Genuine enthusiasm for memorable guest experiences.

Responsibilities

• Lead reservations team to optimise bookings, creating an exceptional first impression for every guest even before they arrive at the hotel
• Manage daily reservation operations with a keen focus on accuracy, maximising occupancy, and implementing strategies to boost revenue during peak and off-peak seasons
• Collaborate closely with the sales, marketing, and front office teams, ensuring promotional offers, group bookings, and VIP requests are seamlessly coordinated for a smooth guest experience
• Analyse booking patterns, market trends, and competitor rates to refine pricing strategies and maintain the hotel’s competitive edge
• Develop efficient systems and processes to ensure the reservations team can quickly and accurately handle enquiries, bookings, cancellations, and special requests
• Coach and motivate your team, providing training and feedback to deliver consistently high service standards and memorable guest interactions
• Generate and present reports on booking trends, occupancy forecasts, and revenue opportunities, offering insights to support management’s strategic decisions
• Engage with guests over the phone, via email, or through online booking channels, ensuring each guest’s reservation journey is seamless, friendly, and aligned with our brand

Skills

Reservations experience

Revenue management

Communication skills

Analytical skills

Reservations software

CRM tools

Organisational skills

Multitasking

Flexibility

Tools

Opera (PMS)

CRM tools

Job description

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An extra day's holiday for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

A DAY IN THE LIFE OF RESERVATIONS MANAGER AT OUR HOTEL

• Lead the reservations team to optimise bookings, creating an exceptional first impression for every guest even before they arrive at the hotel
• Manage daily reservation operations with a keen focus on accuracy, maximising occupancy, and implementing strategies to boost revenue during peak and off-peak seasons
• Collaborate closely with the sales, marketing, and front office teams, ensuring promotional offers, group bookings, and VIP requests are seamlessly coordinated for a smooth guest experience
• Analyse booking patterns, market trends, and competitor rates to refine pricing strategies and maintain the hotel’s competitive edge
• Develop efficient systems and processes to ensure the reservations team can quickly and accurately handle enquiries, bookings, cancellations, and special requests
• Coach and motivate your team, providing training and feedback to deliver consistently high service standards and memorable guest interactions
• Generate and present reports on booking trends, occupancy forecasts, and revenue opportunities, offering insights to support management’s strategic decisions
• Engage with guests over the phone, via email, or through online booking channels, ensuring each guest’s reservation journey is seamless, friendly, and aligned with our brand

WHAT WE NEED FROM YOU

• Proven experience in reservations or revenue management within the hospitality industry, with a focus on driving occupancy and optimising revenue
• Excellent communication skills and a client-focused approach to handling bookings, guest queries, and VIP requests
• Analytical skills with the ability to interpret booking data and make strategic recommendations for rate adjustments
• Proficiency in reservations systems (ideally Opera or similar) and CRM tools, with a keen attention to detail
• Strong organisational and multitasking skills, able to balance high call volumes with guest requests and team training
• Flexibility to work a variety of shifts, including weekends and holidays, to meet the needs of the business
• A genuine enthusiasm for creating memorable guest experiences and ensuring smooth, efficient reservation processes

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer.

We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

If at any point throughout our process you require reasonable adjustments, please contact [e-mail]

Compensation: To be discussed