CLUSTER RESERVATIONS MANAGER UK
Are you passionate about people, passionate about providing excellent service, and see hospitality as more than just check-ins and check-outs? If so, this could be the perfect role for you!
Your mission:
Should you decide to accept it
Were looking for a Cluster Reservations Manager to lead our reservations team across our UK properties in Edinburgh and London, ensuring seamless guest experiences, smooth team operations, and effective revenue management.
If youre passionate about people, share our quirky sense of humour, and see hospitality as more than just check-ins and check-outs, this could be the perfect role for you. You will oversee daily reservations operations, including inboxes, arrivals, cancellations, and group bookings, while delivering timely, efficient, and truly remarkable service that drives 100% guest satisfaction. You will also support revenue optimisation through Virgin Hotels service standards and systems, and inspire, coach, and develop your team to achieve targets while embodying our culture and values.
We are seeking a people-first leader who thrives on creating memorable guest journeys and leading with personality, professionalism, and positivity.
The Details:
What exactly you will be doing
Managing Daily Operations
Oversee daily operations of the Cluster Reservations Team, ensuring efficiency and high standards.
Manage inboxes, reservations, arrivals, cancellations, and group bookings.
Maintain knowledge of reservation systems, policies, procedures, and hotel features.
Drive team performance against revenue and quality targets.
Guest Satisfaction & Brand Standards
Maintain high standards of guest satisfaction and personalised communication.
Lead by example in delivering excellent customer service.
Encourage a service-first mentality and uphold Virgin Hotels brand standards.
Team Leadership, Development & Management
Inspire and lead the Reservations team, fostering a collaborative, high-performing culture.
Provide coaching, training, and development to enhance skills and knowledge.
Manage recruitment and recognise team successes.
Who we are:
We love what we do and what we do is important! We believe that everyone should leave feeling better this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No one is more important than anyone else, and unless we are in it together, we cant create that special experience for our guests.
What qualities are we looking for?
Strong interpersonal skills, with a friendly and approachable
Ability to multitask and maintain attention to detail in a fast-paced setting.
Strong IT skills, proficient in the use of Hotel PMS; preferably HMS, Synxis
Work cohesively with other departments and teammates as part of a team.
A people-first leader with excellent communication skills.
A collaborative approach and ability to build positive relationships.
A passion for delivering warm, remarkable, and memorable guest experiences.
Must-haves:
Current, legal and unrestricted ability to work in the United Kingdom
Ability to work on-site at Virgin Hotels Edinburgh for every shift.
Flexibility to work different shifts, including on the weekends, holidays and evenings.
At least 3 years of hotel or Reservations Management experience, preferably in a Cluster or Regional role.
Package and benefits:
Competitive salary, based on experience
28 days paid holiday per year, inclusive of public holidays, with an additional day for each years service up to 33 days
Additional day off for your birthday
Workplace Pension Scheme
4x your salary in Life assurance
Management Health cash plan
Company sick pay scheme
Enhanced Family Friendly Policies
Teammate discount on Food & Beverage
Discounted Room Rates
Employee Assistance Program
Learning & Development opportunities
Access to Virgin Family, which contains various Virgin group discounts and treats!
Joining a great team & being part of Virgin Hotels worldwide!
We believe that our team should be reflective of the world. We welcome all, regardless of race, ethnicity, country of origin, sexual orientation, gender, disability, spiritual beliefs or any other component of identity. Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds. We are proud to be an inclusive and Equal Opportunity Employer
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