Head of Reservations & Customer Care

Head of Reservations & Customer Care

SLH is searching for a full‑time Head of Reservations & Customer Care in London. This role reports to the Senior VP of Distribution in London.

Head of Reservations and Customer Care (Full Time - Employed)

Location:

London (Office‑based with Hybrid Options)

Working Hours:

Monday to Friday, Full‑Time (weekends may occasionally be required)
Benefits: 25 days annual leave (pro‑rata), all UK bank holidays, SLH Staff Rate

• Operate with a high level of autonomy, making decisions on behalf of the team and taking ownership of day‑to‑day operations, team development, and service delivery.
• Proactively manage and lead a global team of Reservations and Customer Care Executives working across different time zones, ensuring seamless communication, collaboration, and performance.
• Motivate, reward and develop a high‑performing team of Reservations and Customer Care Executives, fostering a culture of excellence and continuous improvement.
• Establish clear team goals and KPIs aligned with the company’s overall objectives, regularly monitoring progress and driving accountability.
• Conduct regular one‑on‑one performance reviews, analysing individual and team performance to provide tailored coaching, training, and rewards for achievement.
• Recruit, onboard, and train new team members globally, ensuring they have the tools and knowledge to succeed.

• Track, analyse, and report on reservation performance, focusing on revenue, team productivity, and client satisfaction metrics.
• Provide detailed and actionable reports to senior management, offering insights into trends, performance gaps, and areas for improvement.
• Utilise data‑driven analysis to refine reservation strategies, optimise team workflows, and drive continuous service enhancement.
• Regularly assess team performance and implement changes to improve efficiency, profitability, and overall team effectiveness.

• Serve as the primary point of contact for high‑end clients, ensuring personalised service and prompt resolution of any issues or inquiries.
• Build and maintain strong relationships with key clients, understanding their preferences and needs to enhance their experience.
• Coordinate special requests and bespoke experiences for high‑end clients, liaising with hotels and service providers as needed.

• Oversee the processing of high‑end reservations, ensuring accuracy and efficiency in booking procedures.
• Implement and maintain standard operating procedures for reservations to enhance service delivery.
• Monitor reservation trends and data to identify opportunities for improvement and growth.

• Oversee the team to efficiently handle customer questions about products, services, or company policies.
• Keep accurate records of customer interactions and transactions.
• Handle complaints related to the booking process and/or customer experiences.
• Solving any technical issues related to the team’s tech equipment.
• Develop and implement customer feedback mechanisms to gather insights from high‑end clients and enhance service offerings.
• Lead initiatives to improve the overall client experience, ensuring that SLH maintains its reputation for excellence in service.

• Manage the relationship with outsourced Call Centres and contact centre partners.
• Train the outsourced Call Centres on SLH products and monitor their revenue performance.
• Work closely with the sales and marketing teams to develop targeted strategies for attracting and retaining high‑end clientele.
• Collaborate with hotel partners to ensure seamless service delivery and address any operational challenges.
• Represent the team at SLH events and networking opportunities.

• Manage administrative tasks related to reservations, including documentation, reporting, and system updates.
• Ensure compliance with company policies and procedures in all aspects of reservation management.

• Bachelor’s degree in Business Management, Hospitality, Tourism, or a related field; an advanced degree or relevant professional certification is an…