Senior Reservations Supervisor

TN United Kingdom; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hotel in London is seeking a Senior Reservations Supervisor to ensure efficient reservation processes and enhance guest experiences. The role involves guiding the reservations team, managing operations, and collaborating with various departments to uphold the hotel's standards of service and hospitality.

Benefits

Pension Scheme

Complimentary family meal and quality coffee/hot drinks during shifts

Opportunities for training and career progression

Paid breaks and annual leave

Good work/life balance

Wagestream

Your birthday off (paid) after one year of service

Hotel discounts

Private Healthcare

Experience Stay with breakfast included

Five days of paid sick leave per rolling 12 months

Additional holiday for each year of service

Qualifications

• Experience in a supervisory role within hospitality.
• Strong communication and leadership skills.
• Familiarity with reservation systems.

Responsibilities

• Oversee daily reservations operations and team management.
• Handle complex reservations and guest requests.
• Communicate promotional offers and maintain guest satisfaction.

Skills

Leadership

Communication

Customer Service

Team Management

Tools

Opera

STR

Vantage

Job description

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Hospitality is at the core of what we do and who we are. It’s more than just a job; it’s a path to a career in our industry. Many of us at NoMad have grown from within these walls and we pride ourselves on providing these opportunities. We thrive to achieve our vision to be a thriving hotel combining the best of New York hospitality with London charm. Our values connect us; our behaviours guide us; and our non-negotiables drive us. Welcome to NoMad London.

Overview of Role

The Senior Reservations Supervisor is responsible for the smooth processing and maintenance of all reservations, including retrospective and prospective bookings. This role acts as the main point of contact for all reservation-related matters within the hotel, working closely with other departments to enhance guest experiences from pre-arrival to departure. Reporting to the Commercial Director and supported by the Reservations Supervisor, this role is key in motivating and leading the reservations team.

Key Responsibilities

• Maintain a professional demeanor at all times.
• Represent NoMad London positively in all interactions with internal and external stakeholders.
• Adhere to company policies and procedures, including Health & Safety, HR guidelines, and compliance training.
• Manage workload efficiently.
• Communicate effectively within the team and across departments.
• Provide strong leadership to guide and motivate the team.
• Promote company values and foster a positive, collaborative environment across departments.

Main Duties & Responsibilities

The main responsibilities include, but are not limited to:

• Support and monitor the reservations team to maintain morale and efficiency.
• Ensure proper management of tools and resources such as Opera, STR, Vantage, etc.
• Oversee daily reservation operations, including handling calls, emails, and online bookings according to standards.
• Stay informed about promotional offers and communicate relevant information to the team and hotel staff.
• Build and maintain excellent relationships across departments to ensure reservation efficiency and guest satisfaction.
• Handle complex or VIP reservations, ensuring special requests are met.
• Monitor room availability, rates, and promotions to maximize occupancy.
• Execute tasks delegated by the Commercial Director, Director of Sales & Marketing, or General Manager promptly.
• Assist in revenue management to optimize room revenue.
• Apply upselling techniques to maximize reservation revenue.

What We Offer

• Pension Scheme
• Complimentary family meal and quality hot drinks while on duty
• Growth opportunities with training and progression
• Paid breaks and annual leave
• Good work/life balance
• Wagestream
• Your birthday off (paid) after one year of service
• Hotel discount
• Private healthcare
• Experience stay with breakfast included
• Five days of paid sick leave per rolling 12 months
• Additional holiday for each completed year of service