At a Glance
- Tasks: Lead our reservations team and ensure exceptional guest experiences at our luxury hotel.
- Company: Join the award-winning Firmdale Hotels, known for style and service excellence.
- Benefits: Enjoy competitive pay, health perks, flexible hours, and discounts on cinema and travel.
- Other info: Opportunities for professional development and a fun, inclusive work environment.
- Why this job: Be part of a vibrant team and make a real impact in luxury hospitality.
- Qualifications: Experience in luxury hospitality and strong customer service skills required.
The predicted salary is between 31500 - 38500 £ per year.
Reservations Manager - London
Join our vibrant team at Firmdale Hotels, where exceptional service meets unparalleled style.
We're on the lookout for a talented individual to fill the role of Reservations Manager at our esteemed Charlotte Street Hotel.
As a Reservations Manager, you'll be the driving force behind our reservations department, ensuring seamless operations and exceptional guest experiences.
Reporting to the Deputy and General Manager, you'll oversee the day-to-day functioning of the department, handling all incoming reservation inquiries with finesse and precision.
Working closely with our management team, you'll need to be both ambitious and adaptable, ready to tackle any challenge that comes your way.
Your deep understanding of our hotel rooms and facilities will be key as you manage rates and packages for our valued clients and external partners.
Responsibilities
- Handle reservations calls and respond to email inquiries promptly and professionally.
- Generate weekly and monthly departmental reports for review by the General Manager.
- Cultivate and maintain strong relationships with colleagues, travel agents, and guests, ensuring a consistently exceptional service experience.
- Manage financial aspects of the reservations department, including budgeting and forecasting.
- Uphold and deliver Firmdale's high standards consistently.
- Address guest complaints promptly and effectively, providing satisfactory resolutions.
- Undertake Duty Manager shifts as required.
What you Need
- Proven experience in a luxury hospitality setting as a Reservations Manager or Supervisor.
- Proficiency in Opera system is a must.
- Comprehensive knowledge of Front Office operations.
- Exceptional customer service skills with a knack for effective communication.
- Ability to thrive under pressure in a fast-paced environment.
- Keen awareness of current hospitality trends and competitor landscape.
- Meticulous attention to detail and superb organisational abilities.
- Adept at motivating and leading teams through training and solid leadership.
What We Offer
- Competitive salary plus service charge to be discussed at venue.
- Access to Wagestream 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!!
Why join Firmdale Hotels?
Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York.
World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.
We are delighted to have been recognised by the hospitality and travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:
- Proud winners of The Times Best Places to Work for both 2024 and 2025
- The Kings Award for Enterprise 2024 for outstanding contribution to International Trade
- Manager of the Year - Helle Jensen -
- Cateys 2024
- Food & Beverage Manager of the
- Year
- Pedro Paulo - Hotel Cateys 2024
- Hotel Chef of the Year Finalist - Jamie
- Atkinson - Hotel Cateys 2024
- Haymarket Hotel & The Soho Hotel -
- One AA Rosette for Culinary Excellence and AA Breakfast Award 2025
- Covent Garden Hotel - One AA Rosette for
- Culinary Excellence 2025
- Dorset Square Hotel - AA Breakfast Award
- 2025
- Ham Yard Hotel, Covent Garden Hotel and
- Haymarket Hotel - Two Michelin Keys 2024
- Charlotte Street Hotel, The Soho Hotel,
- Knightsbridge Hotel and Number Sixteen Hotel - One Michelin Key 2024
- Ham Yard Hotel - two AA Rosettes for
- Culinary Excellence, Ham Yard Bar & Restaurant, 2024 as well as an AA
- Breakfast Award
- Dorset Square Hotel - One AA Rosette for
- Culinary Excellence, The Potting Shed, 2024
- Warren Street Hotel - Travel &
- Leisure 'IT List' best hotels in the world
- Whitby Hotel, Crosby Street and Warren
- Street - Michelin keys
- Number Sixteen - Best Boutique Hotels in
London, The Times, 2024.
You can see a full list of our awards and accolades here: https://www. firmdalehotels. com/b/awards-accolades/
If you are ready to embark on an exciting journey with Firmdale Hotels and contribute to our tradition of excellence in hospitality, we'd love to hear from you!
Apply now to join our passionate team and be part of something extraordinary.
Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.
In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom.
Documentation will be required at interview stage
Reservations Manager - London employer: Charlotte Street Hotel
At Firmdale Hotels, we pride ourselves on fostering a dynamic and inclusive work environment where creativity and collaboration thrive. As a Reservations Manager at the Charlotte Street Hotel, you'll benefit from ongoing professional development opportunities, a supportive team culture, and the chance to contribute to memorable guest experiences in one of London's most stylish locations. Join us and be part of a company that values excellence and innovation in hospitality.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Manager - London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Charlotte Street Hotel. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Charlotte Street Hotel
Don't be shy about reaching out to Charlotte Street Hotel directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Reservations Manager - London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Charlotte Street Hotel and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Charlotte Street Hotel
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
