Reservations and Events Manager

With five generations of success, Heaton Group has long been at the forefront of property development, capable of handling every aspect of the development process, from site acquisition and planning to construction, sales, lettings, and asset management. Our Cotton Works site is the largest brownfield site in the North West under single ownership. The Heaton Group's master plan will create a new, urban, destination neighbourhood for Wigan; a place to live, work, trade, shop, eat and drink.

About the Role:

Reporting to the Head of F&B Operations, this role is responsible for managing all reservations and event enquiries across Cotton Works, ensuring a seamless guest journey from initial contact through to post-event follow-up. The position oversees the full enquiry-to-event process – including communication, confirmations, payments, and handovers – while working closely with operations and marketing to enhance guest experience, drive repeat business, and support commercial performance.

Duties & Responsibilities:

Although these can vary depending on the needs of the business, the core responsibilities include:

• Manage all incoming enquiries across email, phone, web forms, and in-person interactions.
• Qualify enquiries, understand guest requirements, and provide tailored recommendations.
• Prepare proposals, quotations, booking confirmations, and event documentation.
• Maintain accurate booking records, guest profiles, and communication logs within the CRM.
• Confirm all event details, including menus, pre-orders, dietary requirements, schedules, and special requests.
• Process deposits and payments in line with company policies.
• Prepare clear and timely handovers for the operations team, including all logistical and service requirements.
• Meet and greet clients on arrival, ensuring a warm welcome and smooth introduction to the duty manager or operations team.
• Build and manage a strong pipeline of enquiries, implementing strategies to improve conversion and maximise revenue opportunities.
• Identify trends and opportunities to drive exposure and awareness through targeted outreach, partnerships, campaigns, and guest communications.
• Liaise with the marketing team to support loyalty initiatives, CRM accuracy, guest data capture, and targeted communications.
• Work collaboratively with F&B, operations, sales, and marketing colleagues to support commercial and service objectives.
• Conduct post-event follow-ups to gather feedback, resolve issues, and encourage repeat business.
• Support compliance with GDPR, internal processes, and brand standards in all communication and data handling.

Skills:

• Proven experience in reservations, events coordination, or a guest-facing administrative role (essential).
• Strong communication skills across email, phone, and in-person guest interactions (essential)
• Excellent organisational skills and attention to detail, with the ability to manage multiple enquiries simultaneously (essential).
• Experience working with CRM or booking systems and handling payments (essential).
• Background in hospitality, leisure, or event operations (desired).
• Experience supporting loyalty programmes or marketing-led guest communications (desired).
• Strong problem-solving skills and a proactive approach to guest management (essential).
• Professional, polished written communication aligned with brand tone of voice (essential).

Salary & Benefits

• Competitive salary dependant on experience.
• 22 days annual leave rising to 25 days with service.
• Company events.
• Discounted food.
• Free, on-site parking.
• Company pension

Job Type: Full-time

Benefits:

• Casual dress
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Financial planning services
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time

Work Location: In person