Assistant Head of Reservations
Dakota Hotel based in Manchester City Centre are seeking an experienced reservations professional to join our team as Assistant Head of Reservations. This is an opportunity for someone with a strong eye for detail, a passion for delivering exceptional service, and a drive to maximise every guest booking opportunity.
Primary Role Responsibilities
We are looking for a highly organised and detail‑driven individual to lead our multi‑site reservations team, ensuring every booking is handled with accuracy, every opportunity to maximise revenue is realised, and every guest receives exceptional service. Reporting to the Head of Reservations, you will:
- Oversee all reservation activity from direct enquiries to third‑party platforms, ensuring accuracy, seamless coordination, and the fulfilment of each guest’s individual preferences.
- Support the Head of Reservations in leading and coaching the Reservations team to exceed performance targets and service standards.
- Maintain up‑to‑date knowledge of all packages and promotions, tailoring guest experiences and driving upsell opportunities.
- Build strong working relationships with on‑property teams to ensure seamless service and recognition of repeat guests.
- Oversee system training (Shiji PMS) and operational processes to maintain team confidence and accuracy.
- Manage third‑party supplier relationships, including commission reconciliations and timely payments.
- Resolve complex booking issues with professionalism and urgency, protecting brand reputation.
Applicant Requirements
The successful applicant will have/be:
- A minimum of two years’ experience in a hotel reservations supervisory or leadership role, ideally within a multi‑site or centralised reservations environment.
- Exceptional problem‑solving skills, with the ability to manage complex guest issues and escalates appropriately.
- A genuine passion for delivering exceptional guest experiences and upholding the high standards of the Dakota brand.
- A proactive and solution‑focused approach, with a keen eye for detail and accuracy.
- Excellent communication skills, with the ability to lead, coach, and motivate a team.
- Strong administrative and organisational skills, capable of working at pace while prioritising effectively.
- Fully computer literate and a fast learner of systems. Previous PMS experience is required, with Shiji experience favoured.
- An enthusiastic individual who will promote our culture of positivity.
- Be task oriented with a great pride for the work they do and attention to detail.
- Flexible with shift patterns and available around the needs of our business.
- Successful candidates must demonstrate having researched our brand and a genuine desire to be part of our team.
What We Offer
Financial
- Special discounts on stays and dining at any Dakota.
- Bonuses to recommend a friend to join our team and every time you are mentioned on Trip Advisor.
- Additional holiday day on the first anniversary of your employment.
- Meals on duty and uniforming.
Wellbeing
- Access to our Employee Assistance Program which includes free private mental health support and counselling sessions, video GP consultations and private prescription services, as well as access to daily rewards to be cashed out for shopping vouchers.
- Support from our in‑house Mental Health Champions.
- Family‑friendly flexible working options.
- Participation in meaningful initiatives such as Macmillan Cancer Support Coffee Morning and the Walk for Wellbeing, supporting causes that matter while connecting with colleagues.
Career Development
- Accredited, certified compliance training given on employment.
- Access to a suite of external, certified resources via our Learning Management System.
- Supportive continuous professional development culture with an annual appraisal and objectives, or a Personal Development Plan.
- Opportunities to undertake both internal and external training courses, including potential for in‑house Apprenticeships.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Head of Reservations in Manchester
✨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 Dakota Head Office. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Dakota Head Office
Don't be shy about reaching out to Dakota Head Office 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!
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 Dakota Head Office 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 Dakota Head Office
✨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!
