Job Scope
The Reservations & Event Sales Office Manager plays a central role in ensuring the smooth and efficient day-to-day running of the Reservations and Event Sales office. Responsible for the overall organisation, team performance, and operational delivery, this role oversees all office processes, team coordination, and administrative functions that support the hotels commercial success.
Working closely with the Revenue Manager, Sales, Operations, Finance, and Guest Experience teams, this individual ensures that the department operates effectively, meets revenue goals, and delivers exceptional service to both internal and external stakeholders.
The role combines strategic planning with hands-on team management, ensuring all office activities are aligned with business objectives while maintaining a people-first culture that supports development, engagement, and performance.
Key Responsibilities
Office & Operational Management
Oversee the daily operations of the Reservations and Event Sales office, ensuring all enquiries, bookings, and administrative tasks are processed efficiently and accurately.
Support decision-making and business planning in collaboration with the Revenue Manager and other key stakeholders.
Coordinate department-wide communication, workflows, and project execution to ensure consistency and alignment with overall business goals.
Maintain compliance with brand standards, company policies, and operational procedures.
Manage departmental systems and tools (e.g., CRM, PMS, booking systems) to ensure data accuracy and process efficiency.
People Leadership & Development
Lead, motivate, and develop the Reservations and Event Sales team to achieve high levels of engagement, productivity, and performance.
Oversee scheduling, rotas, and workload allocation to ensure appropriate staffing levels and coverage.
Conduct regular 1:1 meetings, performance appraisals, and development planning, supporting the growth and career progression of team members.
Foster a collaborative and inclusive work environment that reflects company values and prioritises employee well-being.
Encourage cross-training and knowledge sharing within the team to build flexibility and resilience.
Planning, Forecasting & Reporting
Work closely with the Revenue Manager to prepare and deliver the Conference & Banqueting (C&B) forecast, analysing trends and identifying opportunities for growth.
Monitor departmental KPIs, providing insights and recommendations to enhance revenue performance and operational efficiency.
Support budget planning and cost management initiatives within the department.
Collaborate with Finance to ensure accurate billing, deposits, and reconciliations for group and event bookings.
Stakeholder Collaboration
Act as the central coordination point between Reservations, Sales, Operations, Revenue, and Finance teams to ensure seamless communication and operational delivery.
Support the execution of departmental projects and initiatives that improve guest satisfaction, efficiency, or revenue outcomes.
Ensure the team delivers consistent, guest-focused service and communicates effectively with clients and internal teams.
Represent the department in management meetings, sharing updates, challenges, and opportunities for improvement.
Continuous Improvement & Culture
Drive a culture of accountability, excellence, and continuous improvement across the department.
Identify process improvements and implement best practices to streamline operations.
Promote a proactive, solutions-oriented approach to challenges, encouraging creativity and ownership within the team.
Uphold Health & Safety and data protection standards at all times.
What Were Looking For
A warm, approachable, and people-oriented leader who enjoys creating structure, supporting others, and driving results.
Proven experience in office or operations management, ideally within hospitality, reservations, or events.
Strong organisational and time-management skills, with the ability to prioritise and adapt in a fast-paced environment.
Excellent interpersonal, written, and verbal communication skills.
Confidence in decision-making and problem-solving, with sound commercial awareness.
Skilled in staff scheduling, performance management, and team development.
Comfortable working collaboratively with multiple stakeholders to achieve shared goals.
Detail-oriented, analytical, and proactive in ensuring quality and accuracy across all aspects of work.
A positive, growth-minded individual who takes pride in delivering outstanding results and inspiring others to do the same.
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