Reservationist & Guest Relations Coordinator
Location: Hampton-in-Arden, Warwickshire
Contract: Full-time (Tuesday–Saturday)
Salary: From £25,000 (according to experience) + tronc/tips (approx. £3,000 p.a.)
About Hampton Manor
Hampton Manor is a luxury lifestyle estate where food, craft, and curated experiences meet exceptional hospitality.
We are seeking a warm, proactive, and detail-driven Reservationist & Guest Relations Coordinator to become the first voice, first guide, and first advocate for our guests — helping them discover, book, and enjoy the very best of the estate.
This role blends hospitality, organisation, commercial awareness, and digital confidence. It is ideal for someone who enjoys making complex guest journeys feel effortless.
About the Role
As Reservationist & Guest Relations Coordinator, you are part concierge, part storyteller, and part systems specialist.
You will manage enquiries across bedrooms, restaurants, cookery school, and bespoke events, ensuring every interaction is warmly personal, accurate, and efficient.
Working closely with teams across the estate, you will shape seamless guest journeys from first contact to departure, anticipating needs and resolving issues before they become problems.
Key Responsibilities
Guest Communication & Booking
· Act as first point of contact via phone, email, and digital channels
· Guide guests through booking options and tailor experiences
· Manage reservations accurately across all departments
· Provide concierge-style support from enquiry to departure
Systems, Technology & Data
· Maintain PMS (Alacer), booking platforms, and digital channels
· Monitor social and AI-assisted enquiry systems
· Maintain communication templates and automated messaging
· Ensure accurate guest data and system discipline
Commercial & Yield Support
· Support bedroom and restaurant yield management
· Identify upselling and cross-selling opportunities
· Monitor booking trends and demand patterns
· Work with Sales and Business Performance teams on performance insight
Collaboration & Guest Insight
· Share guest preferences and feedback across departments
· Coordinate with Front of House, Kitchen, Events, and Sales
· Support launches of new products, events, and workshops
· Maintain strong recognition of returning guests
· Launch a membership programme
Feedback, Recovery & Improvement
· Handle guest feedback and complaints with professionalism and care
· Turn challenges into loyalty-building moments
· Identify recurring issues and contribute to service improvements
Operational Understanding
· Primarily office-based (9am–5pm)
· Gain operational insight through 'keep-in-touch' front of house shifts
Reporting Line
· Line Manager: Sales Manager
· Key Relationships: Business Performance Manager, Operations, Marketing, Front of House
Who You Are
You are:
· Warm, calm, and guest-focused
· Highly organised and detail-oriented
· Confident using digital systems and new technology
· Commercially aware and numerate
· A clear and thoughtful communicator
· Curious, proactive, and improvement-minded
· Reliable, self-directed, and collaborative
You take pride in accuracy, consistency, and making guests feel genuinely cared for.
What Success Looks Like
Within 12–18 months, you will demonstrate:
· High booking accuracy and low error rates
· Strong guest feedback and positive reviews
· Clean, reliable system data
· Consistent follow-up standards
· Increased repeat and referral bookings
· Confidence in complaint resolution
· Effective upselling and yield contribution
· Strong internal trust and collaboration
Room to Grow
After demonstrating mastery in your core role (typically after 12 months), structured development pathways are available. One pathway may be pursued at a time alongside your main responsibilities, with associated salary progression.
We believe in developing people where their strengths naturally emerge.
Commercial Insights Coordinator
Analyse booking trends, guest behaviour, and demand patterns. Support forecasting, yield optimisation, and opportunity identification in partnership with leadership teams.
Marketing Executive
Support copy writing, digital experience design, events calendar co-ordination, alongside the Creative and Marketing teams.
Guest Experience Designer (Moment Maker Track)
Work with our Creative Director to implement designed interventions to deliver exceptional guest journeys, recovery experiences, and surprise moments that elevate loyalty and reputation.
Reservations Manager
Lead reservations, yield management, and guest journey governance, working closely with Sales and General Management.
We equally value long-term specialists who choose to master the base role over many years.
Why Hampton Manor
· Work within one of the UK's most distinctive hospitality estates
· Join a values-led, family-run business
· Be trusted with meaningful responsibility
· Develop transferable commercial and hospitality skills
· Shape memorable guest experiences daily
· Learn in an environment that blends craft and innovation
Our Approach: Human First. Future Ready.
At Hampton Manor, hospitality is deeply human — built on warmth, intuition, and trust.
We use systems, data, and emerging technology (including AI) to support excellence and free time for meaningful connection.
Technology supports judgement. Craft guides decisions. People come first.
Job Type: Full-time
Pay: From £25,000.00 per year
Benefits:
* Company events
* Discounted or free food
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
Work Location: In person