Reservations Supervisor

Castle Hotel - Reservations; Windsor; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Free hotel breaks

Discounted stays across Sutton hotels

Wellbeing platform (Heka)

Cycle to work scheme

Enhanced maternity leave

Job summary

The Sutton Hotel Collection is seeking a capable Reservations Supervisor to oversee the Central Reservations team and maintain high guest service standards across our hotels. This role is a fixed-term 1-year contract to support maternity cover and ensure smooth daily operations.

You’ll coach colleagues, manage enquiries and bookings, and help drive revenue and conversion performance across SRSL’s multi-property portfolio.

Qualifications

• Experience in reservations or front office within hotels.
• Proven coaching/supervision experience in a team setting.
• Strong customer service and communication skills.

Responsibilities

• Supervise day-to-day activity of Central Reservations team to handle enquiries promptly and professionally.
• Be the first point of contact for team queries and escalate issues as needed.
• Support rota planning, absence cover, and task allocation to meet targets.
• Coach team members through on-the-job training and feedback.
• Handle complex or escalated guest queries and complaints with timely communication.
• Review call quality and reservation accuracy to identify improvements.
• Support revenue and conversion targets through upselling and accurate bookings.
• Foster strong relationships with hotel teams to ensure smooth guest arrivals.

Skills

Reservations experience

Team coaching

Customer service

Attention to detail

System familiarity

Tools

Infor

ResDiary

Duetto

SynXis

Job description

Who we are

The Sutton Hotel Collection is part of Sir Richard Sutton Ltd, a family-owned business, where our people are our family. We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best in class benefits for our team. We give you the opportunity to grow within an organisation committed to excellence, people development and building a beautiful legacy for the future. We aim to create environments where teams feel supported, trusted and proud of the experience they create together.

The Opportunity

We’re looking for a capable and service-focused Reservations Supervisor to support the smooth daily running of our Central Reservations Department.

This is a hands-on role for someone who enjoys supporting a team, solving problems, and delivering a professional guest experience across every enquiry and booking. You’ll help coach colleagues, maintain high operational standards, and support revenue and conversion performance across the Sutton Hotel Collection.

What You’ll Be Doing

• Supervising the day-to-day activity of the Central Reservations team, ensuring enquiries are handled promptly, professionally, and in line with SRSL standards
• Acting as the first point of contact for team queries, escalating operational or performance matters where needed
• Supporting rota planning, absence cover, daily task allocation, and response time targets
• Coaching new and existing team members through on-the-job training, feedback, and support
• Handling complex or escalated customer queries and complaints with clear, timely communication
• Reviewing call quality, email handling, reservation accuracy, and team performance to identify areas for improvement
• Supporting revenue and conversion targets through upselling, sales initiatives, and accurate reservations processes
• Maintaining strong working relationships with hotel teams, Reception, Sales, and wider departments to support smooth guest arrivals and accurate information sharing

Who We’re Looking For

• Experience in a reservations or front office role within hotels, ideally in a multi-property environment
• Strong customer service and communication skills, with a professional and informed approach
• Experience coaching, supporting, or supervising others in a team setting
• Good attention to detail, especially when handling customer data, bookings, deposits, and financial information
• Confidence using hotel systems such as Infor, ResDiary, Duetto, SynXis, or similar
• Commercial awareness and an understanding of revenue management principles
• An organised, proactive approach, with the ability to prioritise and adapt to changing business needs
• A positive, collaborative style, with the confidence to lead by example

This role is a fixed-term 1-year contract to support our team as maternity cover.

Why Join Us?

At SRSL, you’ll be joining a supportive and collaborative team. We offer:

• Opportunities to learn, grow, and develop
• Strong values and a commitment to wellbeing
• A caring, inclusive working environment
• The chance to make a meaningful impact in your role

You’ll be part of a business that values people and invests in their success.

Our Benefits

Here are some of the benefits you will receive, when you join us:

• Free and discounted hotel breaks - From the first day of service, you can benefit from a free break of one/two days in any Sutton Hotel Collection hotel, in a 12-month period. Additionally you, your family and your friends are also entitled to discounted stays across all of our hotels and dining in our restaurants.
• Heka benefits platform - your access to Heka begins from day one and is pre-loaded with a balance of £150 to use against a wide range of wellness focussed products, experiences and schemes including health cash plans and gym memberships.
• Salary sacrifice schemes including cycle to work, tech and electric vehicles (T&Cs apply)
• Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers)
• Loyalty awards, annual social and celebration events.
• Learning and Development - An extensive range of training opportunities are available to facilitate your personal development.
• Wisdom Wellbeing - A confidential service offering CBT therapy, up-to-date information, support and advice on a broad range of subjects.
• Subsidised Learning Courses - We encourage your learning and development so would like to contribute to courses you would like us to explore.

We also provide you with all the basic benefits such as free nutritious and tasty meals on duty, and complimentary on-site parking (where available).

Our Values

Everything we do is shaped by our four values: Purposeful, Excellent, Able, and Knowledgeable. These guide how we work with each other, support our guests and customers, and contribute to the long-term success of SRSL.

Diversity, Equity & Inclusion (DE&I)

We welcome applicants from all backgrounds and experiences. If you need adjustments at any stage of the recruitment process, please let us know — we are happy to support you.

Our ESG Commitment

SRSL is committed to responsible and sustainable operations. All colleagues contribute to creating a positive environmental and social impact across our business.

Right to Work

All applicants must have the right to work in the UK. We will ask for proof of this during the recruitment process.