Reservations Supervisor

Firmdale Hotels; Greater London; Hybrid; GBP 24,000 - 27,000; Full time

Benefits offered by this job

Health cash plan

Discounted cinema tickets

Gym membership

Travel discounts

Complimentary meals on shift

Referral bonus scheme

Flexible scheduling

Dry cleaning service

Enhanced holiday allowance

Season ticket loan

English lessons (fully funded)

Team social events

Cycle to work scheme

Volunteer day

Staff discounts at Design Hotels

Job summary

Firmdale Hotels, renowned for luxury boutique experiences including Knightsbridge Hotel, seeks a reservations leader to oversee the team and ensure exceptional guest service. You will handle inquiries, manage bookings, and coordinate with front office to deliver seamless experiences across our properties.

The role emphasizes training, positive leadership, and maintaining organised reservation processes. Flexible scheduling and benefits are provided in a supportive, inclusive workplace.

Qualifications

• Experience delivering exceptional guest service.
• Ability to lead and mentor a reservations team.
• Adept at handling guest inquiries and bookings accurately.
• Strong communication and organisational skills.

Responsibilities

• Lead and supervise the reservations team to meet and exceed guest satisfaction.
• Handle guest inquiries and reservations with precision and a personalised touch.
• Maintain accurate records and manage reservations systems efficiently.
• Collaborate with the front office team to ensure seamless guest experiences.
• Provide training and support to team members, fostering a positive work environment.

Skills

Guest service

Team leadership

Reservations coordination

Interpersonal skills

Organisational skills

Tools

Reservations software

Job description

Responsibilities:

• Leading and supervising the reservations team to achieve and exceed guest satisfaction.
• Handling guest inquiries and reservations with precision and a personalised touch.
• Maintaining accurate records and managing reservations systems efficiently.
• Collaborating with the front office team to ensure seamless guest experiences.
• Providing training and support to team members, fostering a positive and productive work environment.

What you Need:

• Deliver exceptional service and ensure every guest feels valued and welcome.
• Lead by example, guiding and supporting your team to achieve their best.
• Ensure all guest reservations are handled accurately and efficiently.
• Utilise excellent interpersonal skills to communicate effectively with guests and team members.
• Maintain a well‑organised reservations system to ensure smooth operations.

What We Offer:

• We offer a competitive hourly rate of £17.50 – £19.50 inclusive of 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

Firmdale Hotels is a collection of luxury boutique hotels, prides itself on offering unparalleled guest experiences. Our properties, including the renowned Knightsbridge Hotel, blend contemporary chic with traditional comfort, creating unique spaces that feel like a home away from home. We are dedicated to fostering a supportive and inclusive work environment where every team member can thrive.

Set on the leafy, tree‑lined Beaufort Gardens, Knightsbridge Hotel is part of our Townhouse Collection, a small portfolio of design‑led luxury hotels in some of London's most sought‑after addresses. With 44 beautifully appointed rooms and suites, each designed with Kit Kemp's characteristic flair for colour, pattern and craft, the hotel combines an intimate atmosphere with a truly exceptional location.
Nestled in the heart of one of London's most prestigious neighbourhoods, moments from Harrods and the boutiques of Sloane Street, the hotel sits at the very centre of London's luxury world. This is a place where attention to detail defines everything, and the people who work here take genuine pride in what they do. We're looking for people who bring that same care and commitment to their work, and who love creating experiences that guests never forget.
You'll be joining a team whose Awards and Accolades speak for themselves:

• Sunday Times Best Places to Work 2024, 2025 & 2026
• Best Boutique Hotels in London, The Times, 2026

You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you 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.