Reservations Manager

The Chancery Rosewood; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading luxury hotel in London is looking for a Reservations Manager to lead the reservations team and enhance guest experiences. The role involves overseeing revenue management, training staff, and ensuring seamless communication between departments. Ideal candidates will have proven experience in luxury hospitality and a strong sales mindset.

Qualifications

• Experience in luxury hospitality reservations management.
• Ability to communicate effectively across departments.
• Commitment to diversity, equity, and inclusion.

Responsibilities

• Manage the daily operations of the Reservations Department.
• Oversee the PMS and CRS systems management.
• Train and develop the reservations team.

Skills

Sales mindset

Revenue management

Communication

Training and mentorship

Job description

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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 where our associates will be the centre 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 group’s foundation is a commitment to “Relationship Hospitality” – a belief that true hospitality springs from the nurturing and building of strong and lasting relationships with fellow associates, guests, partners and the communities in which our hotels operate. By doing so, we strive to become the industry leader in delivering the true meaning of hospitality. About the Role The Reservations Manager is responsible for leading the reservations team and ensuring that they deliver exceptional levels of service above and beyond those expected of a 5-star hotel. In addition, this role has responsibility for key room revenue decisions and management in conjunction with the Cluster Director of Revenue Management and the Director of Sales and Marketing. Key Responsibilities •Responsible for the day to day running of the Reservations Department •Overall responsibility for the maintenance and management of the PMS and CRS systems. •Responsible for call tracking software and preparation of reports in order to track performance and optimise the running of the office •Responsible for the e-reservations confirmation system and reporting of any performance issues •Provide training for all new agents and facilitate on-going training plan for each team member maintaining the appropriate training records accordingly. •Liaise with Director of Front of House, DORM and DOSM on a daily basis and ensure smooth communication in-between departments to elevate guests’ experiences •Prepare the weekly/monthly work rota •Manage the team’s holiday allocation •Actively contribute and participate in weekly revenue meeting. •Oversee the mystery call program and ensure results are shared with the team members •Monitor availability for subsequent 3 months daily and liaise with DORM and DOSM to highlight high or low demand dates. •Train, mentor and develop sales skills of the reservations team to reach highest level of con-version rate •Train, mentor and develop skills of the group coordinator ensuring that all group bookings are entered in the correct manner, changes to group blocks are communicated to relevant parties and billing is clearly noted. •Oversee a procedure for effectively passing new business leads to the Sales Team •Promote, co-ordinate and report on upsell incentive program •Ensure decisions made are for the good of the business and contribute positively towards the hotels overall financial goals About you • Proven experience in Reservations within luxury hospitality, you understand the expectations of the luxury clientele •You have a sales mindset, and are driven by performance and conversion •You understand revenue management •You are a facilitator for your team and you are able to communicate with different services to ensure we provide our guests with the highest level of experience •Promote goodwill by being courteous, friendly and helpful to our guests, managers and fellow associates •You are a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained. •Preferably you’ll have had expose of experience of being part of a pre-opening team. •Demonstrate Rosewoods core values and truly be able to share and express your passion for your industry. •Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modelling inclusive behaviours.