Reservations Manager
Application Deadline: 1 August 2025
Department: Escapade HQ
Employment Type: Permanent - Full Time
Location: Silverstone
Description
Escapade Silverstone
Born from a love of all thing’s motorsport, Escapade Silverstone started out with a simple but bold idea: to design the ultimate experience for motorsport enthusiasts, a community that shares a collective lust for performance, speed, and great machines.
With modern trackside accommodation and a performance-led clubhouse to enjoy close-up viewing of top-level racing, dining and wellness, we have created a space which seamlessly merges hospitality and motorsport in an original way, right on the edge of the iconic Silverstone racetrack.
Job Purpose
The Reservations Manager at Escapade will oversee all Reservations and proactively follow up on bookings in order to maximise revenue and guest satisfaction. You will be responsible for ensuring accurate and timely bookings, effective communication with internal teams and an exceptional guest journey from the first enquiry.
Key Relationships
* Escapade Guests
* Escapade Management and Team Members
* Silverstone Senior Management Team
Key Responsibilities
* Manage the reservations process ensuring efficiency, accuracy and exceptional guest service.
* Oversee the accuracy of room blocks, reservations, and group market codes.
* Oversee all reservation enquiries including group and individual bookings.
* Manage and support the reservations team, providing ongoing training.
* Continuously review, improve and implement reservations procedures.
* Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type.
* Verify availability of room type and rate and explain guarantee, special rate, and cancellation policies to all guests.
* Accommodate and document special requests.
* Answer questions about property facilities/services and room accommodations.
* Follow sales techniques to maximise revenue.
* Input and access data in reservation system.
* Respond to any challenges identified for accommodating rooming requests.
* Set-up billing accounts according to accounting policies.
* Build strong relationships with internal teams to ensure smooth handover and delivery of guest requirements.
* Implement and maintain departmental processes in line with SOPs and brand standards.
* Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to the appropriate individual.
The above is a high-level summary of duties and is not meant to be a comprehensive description of the role. Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of the role and role requirements may be subject to change from time to time.
Team Responsibilities
* Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
* Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
* Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
* Develop and maintain positive working relationships with others.
Performance Responsibilities
* Performance will be monitored against the following:
o Objectives set through the Personal Development Review (PDR) process
Skills, Knowledge and Expertise
* A strong background in a luxury hotel or F&B environment
* Previous experience in hotel reservations
* Previous experience managing a team
* Positive, engaging, and energetic personality
* Excellent attention to detail and organisational skills
* High level of numeracy
* Excellent communication skills, both written and verbal
* Proficient in hotel reservations systems such as Opera and in-house CMS systems
* A diploma or above in hospitality-based qualification is advantageous
* An excellent command of the English language. Additional languages are advantageous
* Has an immaculate level of personal grooming & hygiene, exudes style and sophistication
* Competent in using IT systems and software including Microsoft Office is advantageous
* Full, clean UK driving licence
Silverstone is committed to safeguarding and promoting the welfare of children and adults at risk and expects all team members and volunteers to share this commitment. Background checks and DBS checks at the appropriate level will be obtained prior to employment commencing.
#J-18808-Ljbffr