Reservations Team Lead – Multi‑Site Excellence

Dakota Head Office; Manchester; On-site; GBP 36,000 - 54,000; Full time

Benefits offered by this job

Discounts on stays

Bonus for referrals

Extra holiday

Meals on duty

Uniforming

Employee assistance program

Flexible working

Job summary

Dakota Hotel in Manchester City Centre is seeking an experienced reservations professional to join our team as Assistant Head of Reservations. You will lead a multi-site reservations team, maximise revenue from guest bookings, and deliver exceptional service to every guest.

Reporting to the Head of Reservations, you will oversee inquiries from direct channels and third-party platforms, coach the team, and stay up-to-date with packages.

Qualifications

• Minimum two years’ experience in a hotel reservations supervisory or leadership role, ideally within a multi-site or centralised reservations environment.

Responsibilities

• Oversee all reservation activity from direct enquiries to third-party platforms, ensuring accuracy and timely fulfilment of guest preferences.
• Lead the Reservations team to exceed performance targets and service standards through coaching and development.
• Maintain up-to-date knowledge of all packages and promotions, tailoring guest experiences and driving upsell opportunities.
• Build strong working relationships with on-property teams to ensure seamless service and recognition of repeat guests.
• Oversee system training (Shiji PMS) and operational processes to maintain team confidence and accuracy.
• Manage third-party supplier relationships, including commission reconciliations and timely payments.
• Resolve complex booking issues with professionalism and urgency, protecting brand reputation.

Skills

Reservations leadership

Guest service excellence

Coaching & mentoring

PMS experience

Shiji experience

Multi-site experience

Communication skills

Tools

Shiji PMS

Job description

Dakota Hotel in Manchester City Centre is seeking an experienced reservations professional to join our team as Assistant Head of Reservations. You will lead a multi-site reservations team, maximise revenue from guest bookings, and deliver exceptional service to every guest.

Reporting to the Head of Reservations, you will oversee inquiries from direct channels and third-party platforms, coach the team, and stay up-to-date with packages.