Reservations Manager

Overview of the Role Reporting to the General Manager, the Reservations Manager will manage day‑to‑day reservation operations, ensuring optimal occupancy and revenue while delivering exceptional guest service. As Reservations Manager you must be self‑motivated, inspirational and lead by example, applying strong interpersonal skills to handle booking enquiries from both leisure and corporate markets. The role is based at Holiday Inn Express London – Limehouse, a contemporary hotel of 176 rooms on the Thames, close to central London and key attractions. Key Responsibilities Lead reservation tasks to optimise bookings, creating an exceptional first impression for every guest even before they arrive. Manage daily reservation operations with a keen focus on accuracy, maximising occupancy and implementing strategies to boost revenue during peak and off‑peak seasons. Convert group enquiries, manage group blocks, liaise with group partners on pre‑sales numbers, contracts, rooming lists, and invoicing, maintaining positive long‑term relationships. Use statistical data to set future pricing and selling strategies for group and transient accommodation, and manage inventory strategies for systems. Assist in sales activities as needed, including hotel show rounds and sales meetings with key business partners. Collaborate closely with Front Office, Revenue and Central Sales teams to maximise upselling and business referrals. Analyse booking patterns, market trends and competitor rates to refine pricing strategies and maintain the hotel’s competitive edge. Develop efficient systems and processes to ensure the reservations team handles enquiries, bookings, cancellations and special requests accurately and quickly. Coach and motivate the team, providing training and feedback to maintain high service standards. Generate and present reports on booking trends, occupancy forecasts and revenue opportunities, offering insights for strategic decisions. Engage with guests over the phone, via email or online booking channels, ensuring a seamless reservation journey aligned with the brand. Attend daily and weekly operations meetings, quarterly HOD meetings and commercial reviews. Qualifications and Experience Proven experience in hotel reservations, ideally within a high‑volume branded hotel environment with a strong commercial mindset. Excellent communication and presentation skills, with a client‑focused approach to handling bookings, guest queries and VIP requests. Analytical skills to interpret booking data and make strategic recommendations for rate adjustments. Proficiency in reservation systems (ideally Opera or similar) and CRM tools, with keen attention to detail. Strong organisational and multitasking skills, able to balance high call volumes with guest requests and team training. Genuine enthusiasm for creating memorable guest experiences and ensuring smooth, efficient reservation processes. Brand hotel experience, especially within IHG, is highly beneficial but training will be provided. Knowledge of the London hotel market is highly advantageous. Benefits Discounted hotel room rates for you and your friends & family. An extra day's holiday for your birthday. Enhanced maternity, adoption & shared parental leave. Course sponsorship. 30% F&B discount at RBH hotels. Refer a Friend scheme (earn £250 for each referral up to 5 referrals). Flexible working arrangements. Wagestream – choose how and when you get paid. Life insurance. Employee Assistance Programme. Social and wellness events and activities all year round. Free meals on duty, saving you over £1,000 per year. And much, much more #J-18808-Ljbffr