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About the Role
This role supports and oversees the daily operations of the Reservations Department, ensuring an exceptional booking experience and maximizing revenue. Responsibilities include handling complex reservations, maintaining accurate records, supporting the team, and delivering outstanding customer service.
Responsibilities
- Oversee daily reservations operations and ensure all bookings are processed accurately and efficiently.
- Handle individual, corporate, and group reservations, ensuring all guest requirements are recorded and communicated effectively.
- Support the Reservations Manager in achieving occupancy, ADR, and revenue targets through effective inventory management and upselling techniques.
- Maintain a thorough understanding of room categories, rates, packages, promotions, and hotel facilities to maximise sales opportunities.
- Ensure all reservation enquiries are handled professionally, promptly, and in accordance with brand standards.
- Monitor reservation systems to maintain accurate availability, rates, and booking data.
- Assist with forecasting, reporting, and analysing reservation trends to support business decisions.
- Build and maintain strong relationships with guests, travel agents, corporate clients, and internal stakeholders.
- Resolve booking discrepancies, guest concerns, and reservation-related issues in a timely and professional manner.
- Support the training, coaching, and development of Reservations Executives and new team members.
- Ensure compliance with data protection, financial procedures, and company policies.
- Maintain accurate records, reports, and correspondence within all reservation systems.
- Work closely with Front Office, Sales, Revenue, and Events teams to ensure seamless guest experiences and operational efficiency.
- Lead by example, demonstrating exceptional customer service, attention to detail, and a commitment to delivering memorable guest experiences.
- Contribute to a positive team culture that reflects the hotel's values and service excellence standards.
Requirements
- Experience in a 5-star or luxury hotel
Skills
- Strong organisational skills
- Strong communication skills
- Commercial mindset
- Customer service
- Attention to detail
Experience Level
- Senior
Salary/Compensations
- Competitive salary
Benefits
- 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service
- Pension scheme participation
- Life Assurance coverage
- Annual Performance Review pay adjustments
- Complimentary gym and spa access
- Free meals while at work
- Dry-cleaning service availability
- Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more
- 20% discount at any of the St Pancras outlets
- Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries
- Travel ticket season loan
- Cycle to work scheme
- Employee Assistance Programme access
- Comprehensive Training and Development programme participation
- Awards and recognition celebrations
About the Company
- The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences.
- Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure.
- All Autograph Collection hotels look to attract The Individualist, the brand's target consumer.
- The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest.
- In joining Autograph Collection, you join a portfolio of brands with Marriott International.
- Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.