Reservations Manager

Responsibilities

• Lead the reservation tasks to optimise bookings, creating an exceptional first impression for every guest even before they arrive at the hotel.
• Manage daily reservation operations with a keen focus on accuracy, maximising occupancy, and implementing strategies to boost revenue during peak and off-peak season.
• Conversion of group enquiries, both business and leisure, manage group blocks, liaise with group partners in terms of presales numbers, contracts, rooming lists and invoicing. Maintain positive relationships with business partners to ensure strategy long term relationships and repeat business.
• Utilise statistical data to set future pricing selling strategies for group and transient accommodation for the duration of the hotel's booking window, including manage inventory strategies for systems.
• To be involved in sales activities if required, to ensure the successful launch and continued business success of the hotel, assist with hotel show rounds and attend sales meetings with key business partners.
• Collaborate closely with the Front Office, Revenue and Central Sales Teams to maximise upselling, business referrals within the company and drive revenue generation across all streams.
• Analyse booking patterns, market trends, and competitor rates to refine pricing strategies and maintain the hotel's competitive edge.
• Develop efficient systems and processes to ensure the reservations team can quickly and accurately handle enquiries, bookings, cancellations, and special requests.
• Coach and motivate the team, providing training and feedback to deliver consistently high service standards and memorable guest interactions.
• Generate and present reports on booking trends, occupancy forecasts, and revenue opportunities, offering insights to support management's strategic decisions.
• Engage with guests over the phone, via email, or through online booking channels, ensuring each guest's reservation journey is seamless, friendly, and aligned with our brand.
• Attendance of daily and weekly operations meeting and quarterly HOD Meetings and Commercial Reviews.

Qualifications

• Proven experience in hotels reservations ideally within a high-volume branded hotel environment with a strong commercial mindset and the desire to win new business.
• Excellent communication and presentations skills, a client focused approach to handling bookings, guest queries, and VIP requests.
• Analytical skills with the ability to interpret booking data and make strategic recommendations for rate adjustments.
• Proficiency in reservations systems (ideally Opera or similar) and CRM tools, with a keen attention to detail.
• Strong organisational and multitasking skills, able to balance high call volumes with guest requests and team training.
• A genuine enthusiasm for creating memorable guest experiences and ensuring smooth, efficient reservation processes.
• Brand Hotel experience; ideally within IHG would be highly beneficial although training will be provided.
• Knowledge of the London hotel market is highly advantageous.

Benefits

• Discounted hotel room rates for you and your friends & family
• An extra day's holiday for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year
• And much much more!

Compensation

Competitive salary

Equal Opportunities

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people first culture. If at any point throughout our process you require reasonable adjustments, please contact