Reservations Manager (CRO)

Helpmesettle; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hotel group is seeking a dedicated Reservations Manager to oversee day-to-day reservations operations and ensure exceptional customer experiences. This role involves managing reservation systems and guest interactions, contributing to a smooth and efficient operation within a family-owned company with a 185-year legacy. Candidates should possess excellent communication skills and a detail-oriented approach.

Benefits

28 Days Holiday pro-rata

Free meals on duty

Uniform & dry-cleaning

Early Pay

Employee recognition

Social events

50% discount on hotel rooms for friends and family

Local discounts at various outlets

Qualifications

• 2 years of experience in central reservations as a Reservations Manager in the hotel industry.
• Strong proficiency in managing email correspondence.
• Excellent verbal and written communication skills.

Responsibilities

• Assist with the day-to-day operation of the Reservations department.
• Ensure high level of customer service for all reservations.
• Manage guest inquiries primarily through email and digital channels.

Skills

Communication

Detail-oriented

Organization

Customer Service

Proficiency in Computer Systems

Tools

Hotel Reservation Systems

Job description

Imperial London Hotel Group is based at the Commercial Office

40 hours a week (5 days out of 7 days weekly rota)

• Are you passionate about delivering exceptional customer experiences from behind the scenes?
• Do you excel at building strong relationships through clear and professional communication?
• Are you ready to help ensure smooth and efficient operations in the hospitality industry from the comfort of an office setting?

If so, we’dloveto hear from you!

We are seeking a highly dedicated and detail-oriented Reservations Manager to join our Reservations Team.As Reservations Manager, you will be responsible for assisting with the day-to-day operation of the Reservations department, ensuring that all systems and procedures identified in the reservations process are completed. You will assist our guests, promoting the ILH way of sales.It will be your job to ensure that the department provides a high level of customer service that meets the brand standard for all reservations, and that your team are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotels sales.

In this role, you will be responsible for creating authentic London experiences by managing all aspects of cluster reservations, from ensuring the accurate entry of bookings into the PMS System, preparing proforma invoices, monitoring timely deposit payments, and enforcing adherence to payment deadlines. You will also support in training new team members, provide ongoing support for development, and efficiently manage guest inquiries, primarily through email and digital communication channels.

Why Join Us?

Guests at our heart:The Imperial London Family of Hotels puts guests first. As a Reservations Manager, you’ll be the key contact for our guests before they even arrive, helping to create a positive experience through prompt and professional email communication.

Office-Based Environment:You will be based in our newly refurbished Commercial Office. This is a Call-Centre focused role where you’ll manage reservations, respond to guest enquiries, and ensure each interaction is handled with care. Your ability to juggle multiple tasks efficiently and communicate effectively via email or telephone will be essential.

Exciting Future:With a legacy spanning 185 years, our family-run company is rooted in tradition whilst looking to grow and innovate. We need someone who is excited to contribute to our high standard of guest service through meticulous attention to detail and effective digital communication, whilst remaining adaptable to changes in the business.

What we’re looking for:

• 2 years of experience in central reservations as a Reservations Manager in the hotel industry.
• Strong proficiency in managing email correspondence.
• Excellent verbal and written communication skills.
• A detail-oriented and organised approach, capable of managing multiple reservations and inquiries simultaneously.
• Confidence using computer systems.

Desirable Skills (Not required but a plus):

• Experience with hotel reservation systems (e.g., Opera, Amadeus, or similar).
• Previous experience in a hospitality or travel office environment.
• Multilingual: Proficiency in additional languages is a bonus.

What you'll get in return:

• 28 Days Holiday pro-rata increasing with length of service up to 33 days
• Free meals on duty
• Uniform & dry-cleaning
• Early Pay - Instantly access a portion of the pay you’ve already earned
• Employee recognition
• Employee awards
• Social events
• Interest-free Season Ticket Loan / Travelcard Loan
• 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability)
• Local discounts at the Gym, Dry Cleaners, Bowling and Restaurant outlets
• Shopping discounts across several high-street brands and online retailers (via Each Person)
• Nursery Scheme via Each Person (subject to eligibility)
• Employee Assistance Programme- Supported by Hospitality Action. You can explore additional benefitshere :

About Us:

With a 185-year legacy, our company combines the stability of a long-standing 7th generation family business with the innovation of a startup. We have big plans for growth, and we need someone who shares our excitement for the future, whilst upholding our core values of positivity, care, collaboration, growth, and pride.

We are the Imperial London Family of Hotels, a family-run company aiming to rewrite the traditional hospitality mindset, paving the way for a fresh approach at our 8 hotels and 9 restaurants in Bloomsbury. We believe that great hospitality starts with the right people, and as our Reservations Supervisor, you’ll play a crucial role in maintaining smooth operations and high guest satisfaction through your expert communication.

If you’re ready to bring your best self to work, please apply today!