Reservations Manager - Firmdale Hotels PLC - London

As a Reservations Manager, you will be at the forefront of our hotel's operations, working closely with the Deputy and General Manager to ensure seamless daily functioning of our reservations department. Your primary focus will be on handling reservation inquiries, guaranteeing the utmost satisfaction for our guests.,

• Take ownership of the daily operations of the reservations department, under the guidance of the Deputy and General Manager.
• Manage all incoming reservation inquiries promptly and efficiently, ensuring guest needs are met with excellence.
• Collaborate with the management team, demonstrating ambition and flexibility to adapt to diverse scenarios and challenges.
• Utilise your in-depth knowledge of our hotel rooms and facilities to effectively manage rates and packages for clients and external agents.
• Provide exceptional customer service, demonstrating strong communication skills and attention to detail.
• Produce comprehensive weekly and monthly departmental reports for the General Manager, contributing valuable insights into performance and trends.
• Foster and maintain strong relationships with colleagues and guests, delivering inspirational service at all times.
• Oversee the financial aspects of the reservations department, including budgeting and forecasting, to ensure optimal performance.
• Uphold Firmdale standards consistently, reflecting our commitment to excellence in every interaction.
• Address and resolve guest complaints confidently and efficiently, striving for positive outcomes.
• Lead by example, conducting Duty Manager shifts as required and motivating your team through training and solid leadership.
  
  Previous experience in a high-end hospitality operation as a Reservations Manager or Supervisor.
• Proficiency in using the Opera system, with a strong working knowledge of all Front Office operations.
• Excellent customer service skills, coupled with the ability to thrive under pressure in a fast-paced environment.
• A keen understanding of current hospitality trends and competitor landscape.
• Exceptional attention to detail, organisation, and problem-solving abilities.
• Demonstrated capability in motivating and leading a team to success.
  
  Set on the leafy, tree-lined Beaufort Gardens, Knightsbridge Hotel is part of our Townhouse Collection, a small portfolio of design-led luxury hotels in some of London's most sought-after addresses. With 44 beautifully appointed rooms and suites, each designed with Kit Kemp's characteristic flair for colour, pattern and craft, the hotel combines an intimate atmosphere with a truly exceptional location.
Nestled in the heart of one of London's most prestigious neighbourhoods, moments from Harrods and the boutiques of Sloane Street, the hotel sits at the very centre of London's luxury world. This is a place where attention to detail defines everything, and the people who work here take genuine pride in what they do. We're looking for people who bring that same care and commitment to their work, and who love creating experiences that guests never forget. You'll be joining a team whose Awards and Accolades speak for themselves:
• Sunday Times Best Places to Work 2024, 2025 & 2026
• One Michelin Key, 2024, 2025
• Best Boutique Hotels in London, The Times, 2026
You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/ Firmdale Hotels was founded in London, in 1985 by husband and wife team, Tim and Kit Kemp. Today, Firmdale has grown to include hotels and private residences across London and New York as well restaurants, bars, spas, an online shop, interior design studio and Laundry facility.


• We offer a competitive salary plus service charge and benefits to be discussed at venue
• Access to Stream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching.
• Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!!