Reservations Supervisor

RBH Hospitality Management Ltd; Greater London; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Discounted room rates

Birthday holiday

Maternity leave

Course sponsorship

Refer a Friend

Flexible working

Wagestream

Life Insurance

Wellness events

Free meals

Job summary

RBH Hospitality Management Ltd. is looking for a Reservations Supervisor for Hyatt Place London City East in East London. You will support the Reservations Manager, oversee enquiries, bookings and cancellations, and guide the Reservations Agent to deliver exceptional service.

The role focuses on maximising occupancy, driving revenue, and maintaining accuracy across communication channels. You will collaborate with Front Office, Sales, Revenue and Finance to ensure a smooth booking journey from

Qualifications

• Previous reservations experience within the hospitality industry is required.
• Strong communication and guest service skills are essential.
• Good commercial awareness with a focus on occupancy and revenue is expected.
• Experience supervising a team and guiding a reservations agent is preferred.

Responsibilities

• Oversee day-to-day reservations operations and ensure accuracy of enquiries, bookings, and cancellations.
• Supervise the Reservations Agent and provide coaching to maintain high service standards.
• Collaborate with Front Office, Sales and Revenue to maximise occupancy and revenue.
• Monitor rates, packages, and booking activity to identify discrepancies and opportunities to upsell.
• Coordinate with other departments to ensure a smooth booking journey from enquiry to arrival.
• Handle complex guest queries and escalations with professional responses via phone and email.
• Support daily reporting and reservations administration for performance analysis.
• Take ownership of the reservations function in the Reservations Manager's absence.

Skills

Reservations experience

Guest service

Communication

Upselling

Tools

Opera Cloud

Job description

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

Hyatt Place London City East is a contemporary lifestyle hotel located in the heart of East London, moments from Shoreditch, Brick Lane and the City. Combining modern design, exceptional hospitality and vibrant dining experiences, the hotel offers stylish guest accommodation, flexible meeting and event spaces, and one of East London's most impressive rooftop destinations.

With a diverse mix of corporate, leisure, international and group business, Hyatt Place London City East presents an exciting opportunity for an ambitious sales professional to drive commercial performance in one of London's most dynamic hospitality markets.

BRAND DESCRIPTION

Hyatt Place is a globally recognised brand designed for today's multi-tasking traveller. Blending intuitive service, modern comfort and flexible spaces, Hyatt Place offers a seamless guest experience for both business and leisure travellers. As part of Hyatt Hotels Corporation, the brand benefits from strong international recognition, industry-leading loyalty programmes, and a reputation for delivering thoughtful hospitality in sought-after destinations around the world.

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
• 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 SUPERVISOR AT OUR HOTEL

Support the Reservations Manager in delivering a smooth and commercially focused reservations operation, while providing day-to-day guidance to the Reservations Agent and creating an exceptional first impression for every guest before they arrive at the hotel.

Oversee the day-to-day reservations operation, ensuring enquiries, bookings, amendments and cancellations are handled accurately, efficiently and in line with hotel standards.

Support and supervise the Reservations Agent, helping to prioritise daily workload, providing guidance and coaching, and ensuring consistently high standards of service and reservation accuracy.

Work closely with the Reservations Manager to maximise occupancy and revenue, identifying opportunities to improve conversion, upsell room categories and optimise booking value.

Monitor reservations and booking activity, checking rates, packages, payment requirements, special requests and reservation details to identify and resolve discrepancies before they impact the guest experience.

Coordinate with Front Office, Sales and Revenue, ensuring group bookings, VIP stays, special requests and key commercial activity are communicated effectively across the hotel.

Handle more complex guest and booking enquiries, supporting the Reservations Agent with escalations and ensuring guests receive a friendly, professional and efficient response across telephone and email channels.

Support daily reporting and reservations administration, helping the Reservations Manager monitor booking trends, conversion, cancellations, no-shows and other opportunities that may impact hotel performance.

Take ownership of the reservations operation in the Reservations Managers absence, ensuring the department continues to run smoothly and escalating any significant operational or commercial issues where required.

WHAT WE NEED FROM YOU

Previous reservations experience within the hospitality industry, ideally within a busy hotel environment, with a strong understanding of reservation procedures, rate plans and distribution channels.

Strong communication and guest service skills, with the confidence to handle booking enquiries, amendments, special requests, VIP arrangements and more complex guest queries.

A good commercial awareness, understanding the importance of conversion, occupancy, ADR and upselling, while supporting the Reservations Manager in delivering the hotel's revenue strategy.

Experience supporting or supervising a team, providing day-to-day guidance to the Reservations Agent, monitoring standards and accuracy, and helping with training and development.

Proficiency in hotel reservation systems, ideally Opera Cloud or similar, with excellent attention to detail and a strong focus on reservation accuracy, payment requirements and booking controls.

Strong organisational and prioritisation skills, with the ability to manage individual and group reservations, email and telephone enquiries, administrative tasks and operational deadlines.

Confidence in checking reservation activity and identifying issues, including booking errors, rate discrepancies, duplicate reservations, special requirements and opportunities to improve conversion or upselling.

A collaborative approach, working closely with Front Office, Sales, Revenue and Finance to ensure accurate communication and a smooth booking journey from initial enquiry through to arrival.

A hands-on and proactive attitude, comfortable taking responsibility for the reservations function in the Reservations Manager's absence and escalating commercial or operational issues when required.

A genuine passion for delivering a great guest experience, while maintaining efficient processes, high standards and a positive working environment within the Reservations team.

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]