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