Overview of the role: We are looking for a passionate and customer-focused Central Reservations Manager to lead our reservations team. The role will be responsible for delivering a continuously excellent customer experience through all guest communications and ensure all enquiries are being answered in a friendly and timely manner. This role is crucial in ensuring a seamless booking experience for our guests while maximising revenue opportunities for the business. We are looking for someone who puts excellent customer service first, while finding ways to continuously improve the reservations experience through analysing booking data and maximising revenue and booking efficiency. Reservations and Customer Service - Lead the centralised reservations function for Lina Stores and ensure excellent customer service at every touchpoint (phone, email and online platforms). - Train and manage the reservations team to deliver exceptional service, including supporting the reservations coordinator in answering all calls and emails between 10am - 7pm while on shift, and ensuring the weekend reservations assistant is set up for success. - Input new bookings, update existing bookings and manage cancellations – with clear notes and instructions for the local teams - Manage and resolve customer requests, answer any guest questions and non-reservation restaurant-related enquiries - Monitor daily reservations, manage bookings to ensure maximum capacity and check / update booking notes as needed. Cross-sell locations across the portfolio when some locations may be at capacity. - Ensure all guest feedback is raised and forwarded through the appropriate channels, ensuring a high level of customer satisfaction - Drive sales in quieter periods and locations - Implement strategies to reduce no-shows and late cancellations - Analyse reservation trends and improve insights to improve guest experience Reservations Platform - Be an expert in our Reservations Platform SevenRooms and own full responsibility for the tool by ensuring it is well maintained and always up to date. - Approach the booking platform in a nimble, entrepreneurial mindset to ensure that we maintain the highest possible occupancy. - Analyse booking data, optimise system performance and refine processes to enhance team efficiency. You will conduct a thorough audit of our current reservations processes, making strategic recommendations to improve ways of working and booking procedures. - Train the local teams on the platform and have regular meetings with the team to ensure excellent communication and reservation knowledge.