Head of Reservations in Bala

Lead, manage and develop the reservations team, setting clear standards of performance, service and accuracy.

Oversee all reservations activity for bedrooms, restaurants and events, ensuring bookings are processed efficiently and in line with hotel procedures.

Act as the primary point of escalation for complex or high-value reservations and guest enquiries.

Ensure reservation systems are used effectively and data is maintained accurately, including guest preferences, rates and special requirements.

Work closely with Revenue Management and senior leadership to support pricing strategies, availability controls and demand forecasting.

Monitor booking trends, conversion rates and performance metrics, producing reports and insights to inform commercial decisions.

Ensure consistent, professional and timely communication with guests via telephone, email and online channels.

Coordinate closely with Front of House, Housekeeping, Food & Beverage and Events teams to ensure seamless operational delivery.

Maintain oversight of confirmations, amendments, cancellations and deposits, ensuring compliance with financial and contractual terms.

Support the development and promotion of packages, special offers and upselling opportunities to enhance revenue and guest experience.

Ensure all reservations procedures align with brand standards, legal requirements and internal controls.

Contribute to budgeting and forecasting processes where required.

Recruit, train, coach and appraise reservations colleagues, fostering a motivated, knowledgeable and service-focused team.

Manage rotas, workload distribution and cover to ensure consistent service levels.

Encourage continuous improvement through training, feedback and performance management.

Ensure adherence to all hotel policies and procedures, including data protection, financial controls and Health & Safety requirements.

Maintain confidentiality of guest and business information at all times.

Identify opportunities to improve systems, processes and service delivery within the reservations function.

Proven experience in a senior reservations, revenue or reservations management role within a hotel or similar hospitality environment.

Strong leadership and people management skills.

Excellent organisational and analytical ability, with strong attention to detail.

Confident IT skills, with experience using hotel reservation and property management systems.

Outstanding communication and interpersonal skills, with a professional and guest-focused approach.

Commercial awareness and the ability to balance service excellence with revenue objectives.

Calm, organised and adaptable, with the ability to manage priorities in a fast-paced environment.

Proactive and solutions-focused, with a high standard of professionalism.

Collaborative team player with the confidence to lead and influence across departments.

Proven experience in a senior reservations, revenue or reservations management role within a hotel or hospitality environment

Strong working knowledge of hotel reservation systems.

Demonstrated experience in managing and developing a reservations team

Solid understanding of room inventory management, rate structures and booking channels

Excellent written and verbal communication skills, with the ability to handle complex guest enquiries professionally

A hospitality-related qualification, such as:

HND / Degree in Hospitality Management, Hotel Management or Business Management

Diploma in Hospitality, Tourism or Hotel Operations

Professional development in revenue management or reservations, for example:

Revenue Management certification or training courses

Channel management or distribution training

Experience working within a luxury or high-end hotel environment

Advanced proficiency in PMS, CRS and channel management systems

Strong analytical skills with the ability to interpret booking data, forecasts and performance reports

Confident use of Microsoft Office, particularly Excel

Knowledge of GDPR and data protection requirements within hospitality operations

Proven ability to lead, motivate and develop a team

High level of attention to detail and accuracy

Commercial awareness with a focus on maximising revenue and conversion

Calm, organised and decisive under pressure

Professional presentation and discretion at all times