Reservations Training and Quality Assurance Manager

Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills,The Maybourne Riviera and The Emory – sixof the world's most renowned hotels, and Surrenne – wellbeing and longevity Member’s Club. Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today’s discerning guests.

At Maybourne it is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments. Moments where the extraordinary becomes reality.

We are building on the reputation of our heritage properties by pursuing a global vision to lead the future of luxury. This includes curating distinctive and enriching experiences, developing our digital capabilities and superior insights, enhancing our unmatched guest experience, and expanding the number of hotels, spas, and residences around the world.

As the Reservations Training and Quality Assurance Manager
, you will play a pivotal role in driving excellence across the Reservations department by developing team capability, maintaining quality standards, and fostering a culture of continuous improvement.

You will be responsible for designing, delivering, and evaluating training programmes tailored to the operational and commercial needs of the reservations team, ensuring colleagues have the knowledge, skills, and confidence to perform at the highest level. In parallel, you will oversee quality assurance initiatives, monitoring interactions and processes to ensure compliance, consistency, service excellence, and adherence to brand standards.

Your primary objective will be to enhance the guest experience, improve conversion and revenue performance, strengthen product and systems knowledge, and ensure all reservations colleagues consistently deliver exceptional service that reflects the organisation's luxury hospitality standards. By identifying coaching opportunities, supporting professional development, and driving continuous improvement, you will contribute directly to operational efficiency, team engagement, and commercial success.

Your responsibilities will include but will not be limited to:

Training Delivery & Development

• Design and continuously enhance comprehensive onboarding programmes for all new Reservations colleagues.
• Deliver engaging training sessions for new and existing team members, utilising a variety of learning methods including classroom training, role-playing, workshops, simulations, e-learning, and practical demonstrations.
• Provide hands-on training on reservation systems, technology platforms, products, services, and operational processes to drive efficiency and confidence.
• Develop training materials, guides, knowledge resources, and learning pathways to support ongoing development.

Quality Assurance & Service Excellence

• Monitor compliance with departmental SOPs, Forbes Travel Guide standards, LQA standards, data protection requirements, and company policies.
• Develop, implement, and manage a comprehensive Quality Assurance programme across reservations
• Conduct regular reviews of calls, emails, chats, and reservation handling to ensure compliance with brand standards, departmental procedures, and service expectations.
• Partner with operational leaders to ensure quality standards remain aligned with evolving business needs and guest expectations.

Coaching & Performance Development

• Assess colleague performance through observations, quality reviews, call evaluations, knowledge assessments, and practical exercises.
• Deliver constructive coaching, mentoring, and development plans to support individual and team performance.
• Monitor training effectiveness and individual progress, adapting development plans as required.
• Support managers in identifying development opportunities and succession planning initiatives.

Performance Analysis & Commercial Excellence

• Implement and manage KPI benchmarking programmes that measure individual, team, departmental, and competitive performance.
• Analyse quality, conversion, revenue, productivity, guest…