Senior Manager - Reservations - (req73810)

Kohler; St Andrews; Remote; GBP 47,000 - 52,000; Full time

Benefits offered by this job

Staff meals in canteen

Discounts across resort

Wellbeing & fitness facilities

Mortgage guidance

Cycle2Work

Perkbox rewards

Refer a Friend program

Job summary

Old Course Hotel in St Andrews seeks a Senior Manager - Reservations to lead a five-person Reservations team. You will drive conversion, upsell and revenue, while delivering five-star, personalised service at every guest touchpoint.

You will partner with Revenue, Sales, Marketing and Front Office to translate commercial strategy into effective reservations activity and ensure a seamless guest journey. Training and deployment of the new PMS will be part of your remit.

Qualifications

• Experience leading a Reservations department in luxury hospitality.
• Strong commercial awareness with pricing, occupancy and revenue focus.
• Proven ability to drive reservations conversion and upselling.
• Track record in leading and developing teams.
• Knowledge of hotel PMS/CRS platforms.

Responsibilities

• Lead, coach and develop the Reservations team to a high standard.
• Drive proactive sales, maximise conversion and revenue opportunities.
• Collaborate with Revenue, Sales, Marketing, Events and Front Office.
• Implement pricing, promotions and conversion strategies.
• Oversee PMS/reservations system implementation and training.
• Manage complex reservations and high-value requests with care.

Skills

Reservations leadership

Commercial awareness

Team development

Communication with guests

Pricing & revenue thinking

Education

Hospitality or business qualification

Tools

PMS/CRS systems (OPERA Cloud, ResortSuite)

Job description

Turn every enquiry into the beginning of an exceptional guest experience.

Lead an outstanding team. Drive commercial performance. Shape the guest journey at one of Scotland's most iconic luxury hotels.

We're looking for an experienced reservations leader to join the Old Course Hotel as our Senior Manager - Reservations. This is an exciting opportunity to lead and develop our Reservations team, creating a proactive sales culture that combines exceptional personalised service with strong commercial performance. From driving conversion and maximising revenue to developing your team and ensuring every guest receives a seamless, five-star experience from their very first interaction, you'll have the opportunity to make a real impact.

About Us

In the heart of historic St Andrews, overlooking the legendary Old Course and Fife coast, the Old Course Hotel is recognised as one of Europe's leading luxury hotels. Home to world-class golf, the award-winning Kohler Waters Spa and a collection of celebrated restaurants and bars, we create experiences centred around exceptional hospitality, active wellbeing and indulgent good times. Part of Kohler Company, our people are at the heart of everything we do. We believe exceptional guest experiences start with exceptional associate experiences, which is why we're committed to developing our people, recognising success and creating opportunities to grow.

About the Role

Reporting to the Director of Revenue & Sales, you'll lead a team of five Reservations Coordinators, building a highly engaged, commercially focused team that delivers exceptional personalised service.

You'll take ownership of reservations performance, driving conversion, upselling and revenue opportunities while ensuring our guests receive accurate, knowledgeable and engaging service at every stage. Working closely with Revenue, Sales, Marketing, Events, Front Office and wider operational teams, you'll translate commercial strategy into effective reservations activity and help create a seamless guest journey across the Hotel.

You'll also play an important role in the implementation, training and management of our new PMS and reservations systems, helping ensure the team embraces new technology and ways of working.

Key Responsibilities

• Lead, coach and develop the Reservations team, creating a high-performing and engaged environment.
• Drive a proactive sales culture, maximising conversion, upselling and revenue opportunities.
• Work closely with Revenue and Sales to implement pricing, promotional and conversion strategies.
• Deliver consistently exceptional, personalised guest service in line with our five-star quality standards.
• Monitor booking patterns, call volumes, conversion performance and departmental targets.
• Ensure accurate communication of rates, packages, availability, booking conditions and key guest information.
• Oversee team training, development, performance and ongoing coaching.
• Manage departmental rotas and resources effectively, ensuring appropriate coverage within budget.
• Build strong relationships across Sales, Marketing, Events, Front Office and operational teams.
• Play a key role in implementing and embedding new PMS and reservations systems.
• Confidently manage complex reservations, guest concerns and high-value requirements.
• Continually identify opportunities to enhance both commercial performance and the guest experience.

What We're Looking For

Essential

• Previous experience leading or managing a Reservations department, ideally within luxury hospitality or a similarly service-focused environment.
• Strong commercial awareness with an understanding of pricing, demand, occupancy, rate strategy and revenue opportunities.
• Proven ability to drive reservations conversion, upselling and sales performance.
• A successful track record of leading, coaching and developing teams.
• Strong knowledge of hotel property management or reservations systems.
• Excellent communication and guest service skills with confidence managing complex requests and concerns.
• Strong analytical and problem-solving skills, with the ability to interpret reservations and performance data.
• Exceptional organisation and time-management skills, with the ability to prioritise effectively in a fast-paced environment.
• A collaborative leadership style and the ability to build strong cross-departmental relationships.

Desirable

• Previous experience within a five-star or luxury hospitality environment.
• Previous sales experience.
• Experience with hotel PMS/CRS platforms such as ResortSuite or OPERA Cloud.
• Experience supporting the implementation of a new PMS or reservations system.
• Relevant hospitality or business qualification.

Hours

Permanent, Full Time 40 hours per week, 5 days out of 7, including weekends

Salary

£47,000 - £52,000 per annum

Why You'll Love Working With Us

• Dine On Us - Enjoy free meals and refreshments every day in our complimentary staff canteen, including hot meals, salad bar, tea, coffee & soft drinks.
• Exclusive Resort Perks - Treat yourself to generous discounts across the resort from award winning restaurants, luxury room stays and in our Pro Shop (St Andrews only PGA approved pro shop)
• Kohler Group Benefits - Unlock even more savings with our wider discounts across the Kohler family.
• Wellness, Your Way - Enjoy free access to our on-site Kohler Waters Fitness Centre, featuring a fully equipped gym, 20-metre pool, sauna and hot tub. Relax, recharge, repeat.
• Plan Your Future - We'll help you get access to the right information through complimentary mortgage consultations.
• Cycle2Work - Stay active and save money with our Cycle2Work programme, good for you and the planet.
• Perkbox - Enjoy exclusive discounts, rewards and monthly treats all in one easy app.
• Get Rewarded - Earn fantastic rewards on our Global Recognition Platform and introduce great talent to our team through our generous Refer a Friend scheme.
• 24/7 Wellbeing Support - Our Employee Assistance Programme is available around the clock, offering confidential guidance whenever you need it.

All benefits are subject to availability.

The Old Course Hotel is an equal opportunities employer. We aim to ensure that no job applicant, employee, or worker is discriminated against on the grounds of protected characteristics.