Reservations Manager

TN United Kingdom; United Kingdom; On-site; GBP 30,000 - 60,000; Full time

Job summary

An exciting opportunity awaits as a Reservations Manager at a prestigious new hotel set to open in London in 2025. This role is pivotal in leading a dedicated reservations team to deliver exceptional service that exceeds the expectations of luxury clientele. You will be at the forefront of revenue management decisions, collaborating closely with key stakeholders to ensure seamless operations and enhance guest experiences. If you are passionate about hospitality, possess a sales-driven mindset, and thrive in a dynamic environment, this role offers the chance to shape a remarkable guest journey and contribute to the hotel's financial success.

Qualifications

• Proven experience in luxury hospitality reservations.
• Strong communication skills for interdepartmental collaboration.
• Sales-driven mindset with a focus on performance.

Responsibilities

• Manage daily operations of the Reservations Department.
• Oversee PMS and CRS systems maintenance.
• Train and develop the reservations team for optimal performance.

Skills

Luxury Hospitality Experience

Sales-Driven Mindset

Revenue Management Principles

Communication Skills

Team Leadership

Customer Service

Tools

PMS Systems

CRS Systems

Call Tracking Software

Job description

About us

The Chancery Rosewood will welcome guests into a world of enriching experiences and unforgettable moments where they will feel inspired and elevated from the everyday. We will inject new energy into London’s scene, with our associates at the center of our success. Opening in 2025, About Rosewood Rosewood Hotel Group is one of the world’s leading global lifestyle and hospitality management groups. Our foundation is a commitment to “Relationship Hospitality”—believing that true hospitality springs from nurturing and building strong, lasting relationships with guests, partners, and communities in which our hotels operate. We aim to lead the industry in delivering the true meaning of hospitality.

About the Role

The Reservations Manager leads the reservations team to deliver exceptional service exceeding expectations of a 5-star hotel. This role involves key room revenue decisions and management in collaboration with the Cluster Director of Revenue Management and the Director of Sales and Marketing.

Key Responsibilities

1. Manage the daily operations of the Reservations Department.
2. Oversee maintenance and management of PMS and CRS systems.
3. Utilize call tracking software and prepare reports to monitor performance and optimize operations.
4. Manage e-reservation confirmation systems and report performance issues.
5. Provide training for new agents and ongoing development for team members, maintaining training records.
6. Coordinate with the Director of Front of House, DORM, and DOSM to ensure smooth interdepartmental communication to enhance guest experience.
7. Prepare weekly/monthly work rotas and manage holiday allocations.
8. Participate in weekly revenue meetings and oversee the mystery call program, sharing results with the team.
9. Monitor availability for the upcoming three months daily, highlighting high or low demand dates in collaboration with DORM and DOSM.
10. Train, mentor, and develop the reservations team to maximize conversion rates.
11. Oversee group booking procedures, ensuring accuracy and effective communication of changes and billing.
12. Manage procedures for passing new business leads to the Sales Team.
13. Coordinate and report on upsell incentive programs.
14. Make decisions aligned with business goals and contribute to the hotel’s financial success.

About you

1. Proven experience in Reservations within luxury hospitality, understanding the expectations of luxury clientele.
2. Sales-driven mindset with a focus on performance and conversion.
3. Understanding of revenue management principles.
4. Strong communication skills to facilitate collaboration across departments and ensure high-quality guest experiences.
5. Ability to promote goodwill, being courteous, friendly, and helpful.
6. Act as a brand ambassador, maintaining brand integrity and clarity.
7. Experience with hotel pre-opening teams is preferred.
8. Demonstrate Rosewood’s core values and passion for the industry.
9. Commitment to diversity, equity, and inclusion through continuous development and modeling inclusive behaviors.