Reservations Manager - Lyndhurst, Hampshire Location: Lyndhurst - Clayhill Department: Reservations Hours & Working Pattern: Full Time 40 hours - involves weekend work Salary £40,000 - £45,000 DOE We are looking for a new Reservations Manager to join our high performing team based at our reservations office in Lyndhurst. You must have a a passion for customer service, with an emphasis on commercialisation in everything you do. We are investing in new AI enabled technology for a unified customer view covering all channels to our team including phone, email, chat, social channels and reviews. If you also have operational experience from a concierge type environment that is a bonus as we are centralising our pre-arrival guest experience for every guest to elevate their stays further with us. As the Reservations Manager you have a key role within our Commercial Team leading the reservations team, ensuring a high performing operation and attention to detail. You will lead the team to become a busy, sales focused team, implementing strategic goals, high call and offline conversion with excellent customer satisfaction. The business is a fast paced and exciting environment for those that seek a varied role. We are growing and we want you to grow with us. Key Responsibilities: Operational Management: All aspects of managing the daily operations of our reservations team, continuously monitoring business performance and meeting targets. Develop and implement processes that enhance efficiency. Act as the main point of contact for all reservation-related matters. Revenue and Performance Management: Work closely with the Revenue Director to implement and maintain the revenue strategy, including yield management, rate strategies, and up-to-date system usage (Opera, Sevenrooms, Trybe). Analyse call statistics, online bookings, and revenue trends, providing insights and recommendations for performance improvements. Team Leadership and Development: Lead, mentor, and develop the Reservations team, ensuring individual and team performance aligns with company goals. Customer Experience and Quality Assurance: Deliver high standards of customer service. Ensuring accurate guest profiling across systems such as Opera, Sevenrooms and Trybe to support marketing initiatives. Monitor and improve quality standards through regular review of mystery shop results, customer feedback, and service metrics. Collaboration and Communication: Foster effective communication channels with Hotel Directors, Reception Managers, and other departments Ensure all large social events, holiday bookings, and special packages are accurately managed, allocated, and processed. Provide technical and operational support to the reservations team and hotel teams as needed. Experience, Skills & Qualifications: Proven experience as a Reservations Manager, or similar leadership role in a hospitality/customer service environment. Strong leadership and team management skills with a passion for coaching, development, and delivering results. Commercially driven, with experience in sales strategies, and budget control. Proficient in hospitality software including Opera, Sevenrooms, Trybe, Sina or similar. Excellent communication and analytical skills. Ability to produce, interpret, and act on performance data and metrics. Experience in workforce planning, recruitment, and people development. A background in hospitality is advantageous, but not essential. Other Details: The role involves some travel throughout the year, mainly to our hotels in locations across the English countryside as well as industry events and conferences. We are an inspiring, exciting, and fun place to work and in return for your commitment to us you can expect something a little different: Staff stays - free B&B. 35% discount on food, beverages & treatments across all PIG Hotels. Meals on duty. Annual holiday 28 days increasing up to 33 days with service Take home goods - cost price. Free access for you and your family to an on-demand GP, Physiotherapy, and counselling services through Help@Hand. A range of learning & development courses. Anniversary vouchers - dinner with wine for 2. Online high street discounts via Perkbox And much more Please submit a CV and cover letter telling us why you would be the perfect 'Piggy Person' for the role.