Assistant Head of Reservations

Assistant Head of Reservations

Dakota Hotel based in Manchester City Centre are seeking an experienced reservations professional to join our team as Assistant Head of Reservations
. This is an opportunity for someone with a strong eye for detail, a passion for delivering exceptional service, and a drive to maximise every guest booking opportunity.

We are looking for a highly organised and detail‑driven individual to lead our multi‑site reservations team, ensuring every booking is handled with accuracy, every opportunity to maximise revenue is realised, and every guest receives exceptional service. Reporting to the Head of Reservations, you will:

• Oversee all reservation activity from direct enquiries to third‑party platforms, ensuring accuracy, seamless coordination, and the fulfilment of each guest’s individual preferences.
• Support the Head of Reservations in leading and coaching the Reservations team to exceed performance targets and service standards.
• Maintain up‑to‑date knowledge of all packages and promotions, tailoring guest experiences and driving upsell opportunities.
• Build strong working relationships with on‑property teams to ensure seamless service and recognition of repeat guests.
• Oversee system training (Shiji PMS) and operational processes to maintain team confidence and accuracy.
• Manage third‑party supplier relationships, including commission reconciliations and timely payments.
• Resolve complex booking issues with professionalism and urgency, protecting brand reputation.

The successful applicant will have/be:

• A minimum of two years’ experience in a hotel reservations supervisory or leadership role, ideally within a multi‑site or centralised reservations environment.
• Exceptional problem‑solving skills, with the ability to manage complex guest issues and escalates appropriately.
• A genuine passion for delivering exceptional guest experiences and upholding the high standards of the Dakota brand.
• A proactive and solution‑focused approach, with a keen eye for detail and accuracy.
• Excellent communication skills, with the ability to lead, coach, and motivate a team.
• Strong administrative and organisational skills, capable of working at pace while prioritising effectively.
• Fully computer literate and a fast learner of systems. Previous PMS experience is required, with Shiji experience favoured.
• An enthusiastic individual who will promote our culture of positivity.
• Be task oriented with a great pride for the work they do and attention to detail.
• Flexible with shift patterns and available around the needs of our business.
• Successful candidates must demonstrate having researched our brand and a genuine desire to be part of our team.

• Special discounts on stays and dining at any Dakota.
• Bonuses to recommend a friend to join our team and every time you are mentioned on Trip Advisor.
• Additional holiday day on the first anniversary of your employment.
• Meals on duty and uniforming.

• Access to our Employee Assistance Program which includes free private mental health support and counselling sessions, video GP consultations and private prescription services, as well as access to daily rewards to be cashed out for shopping vouchers.
• Support from our in‑house Mental Health Champions.
• Family‑friendly flexible working options.
• Participation in meaningful initiatives such as Macmillan Cancer Support Coffee Morning and the Walk for Wellbeing, supporting causes that matter while connecting with colleagues.

• Accredited, certified compliance training given on employment.
• Access to a suite of external, certified resources via our Learning Management System.
• Supportive continuous professional development culture with an annual appraisal and objectives, or a Personal Development Plan.
• Opportunities to undertake both internal and external training courses, including potential for in‑house Apprenticeships.