Head of Reservations

Overview

This role is central to the commercial success and guest experience of the hotel, offering the opportunity to make a significant impact within a dynamic hospitality operation.

• Lead, manage and develop the reservations team, setting clear standards of performance, service and accuracy.
• Oversee all reservations activity for bedrooms, restaurants and events, ensuring bookings are processed efficiently and in line with hotel procedures.
• Act as the primary point of escalation for complex or high-value reservations and guest enquiries.
• Ensure reservation systems are used effectively and data is maintained accurately, including guest preferences, rates and special requirements.
• Work closely with Revenue Management and senior leadership to support pricing strategies, availability controls and demand forecasting.
• Monitor booking trends, conversion rates and performance metrics, producing reports and insights to inform commercial decisions.
• Ensure consistent, professional and timely communication with guests via telephone, email and online channels.
• Coordinate closely with Front of House, Housekeeping, Food & Beverage and Events teams to ensure seamless operational delivery.
• Maintain oversight of confirmations, amendments, cancellations and deposits, ensuring compliance with financial and contractual terms.
• Support the development and promotion of packages, special offers and upselling opportunities to enhance revenue and guest experience.
• Ensure all reservations procedures align with brand standards, legal requirements and internal controls.
• Contribute to budgeting and forecasting processes where required.
• Recruit, train, coach and appraise reservations colleagues, fostering a motivated, knowledgeable and service-focused team.
• Manage rotas, workload distribution and cover to ensure consistent service levels.
• Encourage continuous improvement through training, feedback and performance management.
• Ensure adherence to all hotel policies and procedures, including data protection, financial controls and Health & Safety requirements.
• Maintain confidentiality of guest and business information at all times.
• Identify opportunities to improve systems, processes and service delivery within the reservations function.

• Proven experience in a senior reservations, revenue or reservations management role within a hotel or similar hospitality environment.
• Strong leadership and people management skills.
• Excellent organisational and analytical ability, with strong attention to detail.
• Confident IT skills, with experience using hotel reservation and property management systems.
• Outstanding communication and interpersonal skills, with a professional and guest-focused approach.
• Commercial awareness and the ability to balance service excellence with revenue objectives.
• Calm, organised and adaptable, with the ability to manage priorities in a fast‑paced environment.
• Proactive and solutions‑focused, with a high standard of professionalism.
• Collaborative team player with the confidence to lead and influence across departments.