Reservations Supervisor

Company Description

Since 1756, Cambridge House has been the home where the Great and the Glorious gather. The storied Mayfair townhouse reawakens in 2026. The centuries old landmark, which has welcomed taste makers and world shapers throughout its rich history, will be the capital’s most magnetic and vibrant gathering place and experience‑driven luxury hotel. The imaginative renewal of this historic property at 94 Piccadilly will capture the spirit of London like no other, providing a captivating new Mayfair destination for Londoners and international visitors alike.

Set in the historic building which formerly housed the iconic In and Out military club, the 18th Century Georgian mansion and Grade 1‑listed Palladian‑style townhouse will be brilliantly reimagined as a 102‑room hotel. Preserving its rich heritage while offering a harmonious blend of luxuriously private and vibrant social spaces replete with unique dining destinations and Auberge spa. It will also be home to an exclusive members club set to define the new pulse of modern London life.

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As Reservations Supervisor, you will support the Reservations Manager in leading the rooms and food & beverage reservations function with precision, warmth, and commercial insight. This role plays a key part in shaping the guest journey – ensuring every enquiry is handled with accuracy and every interaction reflects the service and care that define Cambridge House. Leading a dedicated team, you will ensure each reservation reflects the beginning of a meaningful connection with our House.

• Lead, motivate and support the reservations team through hands‑on coaching and mentorship, taking ownership of guest enquiries and daily operations to set the benchmark for warm, professional, intuitive service, operational efficiency and a culture of accountability and service excellence.
• Supervise the daily execution of the end‑to‑end reservations process, including responding to guest enquiries, managing special requests, processing payments, and handling cancellations or amendments in line with established procedures.
• Monitor the accuracy and integrity of all reservation data, including guest profiles, booking details, billing information, and preferences, ensuring information is current, confidential, and compliant with data protection standards.
• Ensure rate accuracy and consistency across all booking channels (OTAs, direct, corporate, and wholesale) by conducting regular checks within the PMS and channel management systems and escalating discrepancies promptly.
• Support the maintenance and adherence of reservations SOPs, assisting with updates as required and ensuring team compliance with brand standards, GDPR, and internal policies.
• Prepare and distribute routine operational reports covering reservation activity and quality, conversion trends, pick‑up, and high‑value bookings, providing clear summaries and flagging key insights for the Reservations Manager.
• Coordinate with Sales & Marketing to support the execution of campaigns, packages, and promotions by ensuring the reservations team is fully briefed, trained, and aligned on offers and selling strategies.
• Act as a key liaison with Front Office, Housekeeping, F&B, and other departments to ensure reservation details and guest preferences are clearly communicated and actioned.
• Maintain a strong and detailed understanding of all Cambridge House offerings, including food and beverage, wellbeing and spa, and special events, to enhance and tailor each guest experience.
• Champion service excellence by ensuring personalised and timely pre‑arrival communication is delivered, addressing guest preferences and special requirements in advance of arrival.
• Support the team in receiving and recording guests' restaurant reservations and input them into Sevenrooms ensuring Auberge Collection standards are met.
• Support the onboarding, training and ongoing development of reservations team members, embedding Cambridge House service values and ways of working.

• Proven experience…