The Queens Hotel is one of Europes first purpose-built hotels, steeped in history and located in the heart of Cheltenham. We offer luxury accommodation and warm, intuitive service for guests visiting the Cotswolds. We are proud of our heritage, our people, and our values Care, Discreet, and Community.
We are currently seeking a proactive and service-led Reservations Manager to join our leadership team. This is a key role responsible for managing all aspects of hotel reservations and contributing to the hotel's commercial success.
Our Opportunity
As Reservations Manager, you will be responsible for the daily management of the reservations process at The Queens Hotel. You will ensure accurate and timely bookings, effective communication with internal teams, and an exceptional guest journey from the first enquiry. You will also play an active role in supporting occupancy and revenue goals in collaboration with the Front Office and Revenue teams.
Key Responsibilities
Manage the full reservations process for the hotel, ensuring efficiency, accuracy, and exceptional guest service.
Handle and convert individual, group, and corporate bookings via phone, email, and online platforms.
Monitor and update availability, rates, and restrictions in the hotels PMS and associated distribution systems.
Provide accurate booking data and support forecasting and reporting processes.
Build strong relationships with internal teams (front office, sales, and revenue) to ensure smooth handover and delivery of guest requirements.
Deliver prompt and professional responses to guest enquiries and special requests.
Maintain awareness of business trends, pricing strategy, and competitor activity.
Support the hotel's wider commercial and customer service strategy.
Implement and maintain departmental processes in line with SOPs and brand standards.
Train and support front office staff handling reservations out of hours.
About You
Previous experience in hotel reservations, front office, or a similar role in hospitality.
Excellent organisational and communication skills.
High level of accuracy and attention to detail.
Experience using a Property Management System
Commercially aware, with an understanding of rate management and yield principles.
Confident working independently and managing multiple priorities.
Friendly, guest-focused and professional in all interactions.
A collaborative team player with a positive, proactive approach.
Our Benefits
Here are some of the benefits you will receive, when you join us:
- Free Hotel Breaks - From the first day of service, you can benefit from two free breaks of one/two days in, in a 12-month period.
- Leisure Passes - We encourage you to enjoy your time off work and will contribute £150 towards a membership at a leisure centre or with associations such as the National Trust.
- Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers)
- Institute of Hospitality - We will pay for your membership, creating avenues for learning, coaching and mentoring.
- Learning and Development - An extensive range of training opportunities are available to facilitate your personal development.
- Health Assured - A confidential service offering CBT therapy, up-to-date information, support and advice on a broad range of subjects.
- Subsidised Learning Courses - We encourage your learning and development so would like to contribute to courses you would like us to explore.
We also provide you with all the basic benefits such as free nutritious and tasty meals on duty, complimentary on-site parking, bespoke uniforms, regular on and off-site social events and celebrations and cycle to work scheme.
At the Queens Hotel Cheltenham, we are an inclusive, natural, generous, ethical and diverse group of people, we celebrate human relationships and kinship. We enable our people, to make the place .
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