Hotel Reservations Coordinator

 Hotel Reservations Coordinator

£28K + Commission

Monday – Friday

9am – 5pm

 

Daily Reporting To: Sales & Events Manager

Overall Reporting To: Operations Manager

 

Working Hours

• The role operates on 5 days over 7 working patterns, general hours of work 9am-5pm.
• Flexibility is required to support business needs, including occasional later evenings particularly around events, group bookings, and peak/seasonal periods.

 

 

Job Overview:

• The Reservations Coordinator is responsible for the day-to-day management of the hotel’s reservation’s function, ensuring all guest bookings are handled accurately, efficiently, and with a high level of care. Working closely with the reception team, this role supports smooth front-of-house operations while maximising room occupancy and revenue. 
• The position involves overseeing reservation processes, maintaining clear communication with other hotel departments, and delivering a consistently positive guest experience from initial enquiry through to arrival. This is a hands-on role, well suited to someone looking to step up from a senior reception or head receptionist position within a smaller hotel environment.

 

Key Responsibilities

 

1. Reservations Management 

• Oversee the day-to-day operation of the reservations function, supporting and guiding the reception team to ensure smooth and efficient service.
• Manage individual and group reservations across all channels, including telephone, email, online booking platforms, and travel agents.
• Ensure all reservations are accurately recorded in the system, with guest preferences noted and actioned where possible.
• Monitor availability and identify potential overbooking situations, managing these proactively and effectively.
• Liaise closely with the Events team to allocate the most suitable accommodation for group bookings and VIP guests, ensuring the most profitable and commercially sound outcome for all venues.
• Monitor reservation revenue against forecasts, highlighting trends or risks where appropriate.
• Communicate effectively with Housekeeping and Maintenance regarding room allocations, special requests, and VIP requirements.

 

2.  Customer Service

• Act as a key point of contact for guest enquiries, concerns, and reservation-related issues.
• Provide clear and accurate information regarding room rates, availability, and hotel services.
• Ensure a high standard of guest service from initial enquiry through to arrival, contributing to an excellent overall guest experience.

 

3.  Team Leadership & Development

• Support the training and development of reception staff, sharing best practice and product knowledge.
• Encourage a positive, organised, and professional working environment within the team.

 

Essential Requirements:

• Previous experience in a hotel reception or reservations role.
• Strong organisational skills with excellent attention to detail.
• Confident communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritise effectively in a busy environment.
• A customer-focused approach with a genuine passion for hospitality.
• Competent IT skills including the use of CRM systems (ideally HubSpot) and experience using hotel reservation systems.

 

Desirable

• Experience as a Head Receptionist, Senior Receptionist, or in a supervisory front-of house role.
• Familiarity with the Opera PMS system.
• Previous sales or revenue-focused experience (beneficial but not essential).
• Experience handling group bookings, events accommodation, or corporate clients.

 

Personal Attributes

• Proactive, organised, and solutions focused.
• Able to work collaboratively across departments.
• Confident making decisions while remaining flexible and adaptable.
• Keen to develop within a smaller hotel environment and take on increased responsibility.