Hotel Reservations Coordinator £28K Commission Monday – Friday 9am – 5pm Daily Reporting To: Sales & Events Manager Overall Reporting To: Operations Manager Working Hours * The role operates on 5 days over 7 working patterns, general hours of work 9am-5pm. * Flexibility is required to support business needs, including occasional later evenings particularly around events, group bookings, and peak/seasonal periods. Job Overview: * The Reservations Coordinator is responsible for the day-to-day management of the hotel’s reservation’s function, ensuring all guest bookings are handled accurately, efficiently, and with a high level of care. Working closely with the reception team, this role supports smooth front-of-house operations while maximising room occupancy and revenue. * The position involves overseeing reservation processes, maintaining clear communication with other hotel departments, and delivering a consistently positive guest experience from initial enquiry through to arrival. This is a hands-on role, well suited to someone looking to step up from a senior reception or head receptionist position within a smaller hotel environment. Key Responsibilities 1. Reservations Management * Oversee the day-to-day operation of the reservations function, supporting and guiding the reception team to ensure smooth and efficient service. * Manage individual and group reservations across all channels, including telephone, email, online booking platforms, and travel agents. * Ensure all reservations are accurately recorded in the system, with guest preferences noted and actioned where possible. * Monitor availability and identify potential overbooking situations, managing these proactively and effectively. * Liaise closely with the Events team to allocate the most suitable accommodation for group bookings and VIP guests, ensuring the most profitable and commercially sound outcome for all venues. * Monitor reservation revenue against forecasts, highlighting trends or risks where appropriate. * Communicate effectively with Housekeeping and Maintenance regarding room allocations, special requests, and VIP requirements. 2. Customer Service * Act as a key point of contact for guest enquiries, concerns, and reservation-related issues. * Provide clear and accurate information regarding room rates, availability, and hotel services. * Ensure a high standard of guest service from initial enquiry through to arrival, contributing to an excellent overall guest experience. 3. Team Leadership & Development * Support the training and development of reception staff, sharing best practice and product knowledge. * Encourage a positive, organised, and professional working environment within the team. Essential Requirements: * Previous experience in a hotel reception or reservations role. * Strong organisational skills with excellent attention to detail. * Confident communication skills, both written and verbal. * Ability to manage multiple tasks and prioritise effectively in a busy environment. * A customer-focused approach with a genuine passion for hospitality. * Competent IT skills including the use of CRM systems (ideally HubSpot) and experience using hotel reservation systems. Desirable * Experience as a Head Receptionist, Senior Receptionist, or in a supervisory front-of house role. * Familiarity with the Opera PMS system. * Previous sales or revenue-focused experience (beneficial but not essential). * Experience handling group bookings, events accommodation, or corporate clients. Personal Attributes * Proactive, organised, and solutions focused. * Able to work collaboratively across departments. * Confident making decisions while remaining flexible and adaptable. * Keen to develop within a smaller hotel environment and take on increased responsibility