Reservations Coordinator in London

London Full-Time No working from home possible

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Maybourne operates some of the world’s most storied and extraordinary bespoke hotels, including Claridge’s, The Connaught, The Berkeley, The Emory, The Maybourne Beverly Hills and The Maybourne Riviera, alongside its longevity and wellness brand, Surrenne. Maybourne has a history of creating stories of distinction and unique experiences that reflect the individual nature of its properties, its guests and its people, whilst maintaining a timeless and intuitive service style that are the hallmarks of its values.

At Maybourne it is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments. Moments where the extraordinary becomes reality.

We are building on the reputation of our heritage properties by pursuing a global vision to lead the future of luxury. This includes curating distinctive and enriching experiences, developing our digital capabilities and superior insights, enhancing our unmatched guest experience, and expanding the number of hotels, spas, and residences around the world.

The Reservations Coordinator is responsible for managing the daily reservations process, ensuring all guest bookings are handled with the highest level of accuracy and efficiency. This role is critical to maintaining the luxury hotel brand's standards of service by processing payments, managing reports, and coordinating with various departments to ensure a seamless guest experience from booking to arrival.

Your responsibilities will include but will not be limited to:

Generate and Action Daily Reports: Take ownership of generating and meticulously reviewing daily reports, including the "Reservations Booked Yesterday" report. The coordinator must ensure all bookings from the previous day are accurately updated and completed, proactively identify and correct any errors.
Traces and Follow-up: Handle all traces to ensure every follow-up action is completed in a timely manner. This includes flagging special requests, billing notes, or other critical details that require attention.
Operational Reports: Handle daily reservations reports, including the Activity Report, Comp Rooms Report, and Data Integrity Report and provide key insights to management and relevant teams where necessary.
Process Financial Transactions: Accurately process payments and maintain detailed backups for reservations. This includes handling advance payments, processing cancellations, and executing timely refunds.
End-to-End Reservation Lifecycle: Own the entire guest reservation lifecycle, from the initial booking creation and payment processing to preparing for guest arrival. This involves meticulous attention to detail at every step.
Collaboration with Other Departments: A reservation is the starting point for a guest's stay, but its success depends on multiple departments. The coordinator must have strong relationships with the front desk (for seamless check-in), housekeeping (for room preparation), and the guest services teams (for special requests and activity bookings).

Who thrives here?

You are spirited, with an unwavering passion for exceeding expectations at every turn. Warmth and approachability define you, and collaboration is second nature. You possess an ambition that not only drives your personal growth but also elevates the team around you, inspiring excellence daily. Your innate curiosity and keen attention to detail allow you to anticipate needs effortlessly. For you, this is not just a job—it’s the next chapter in an extraordinary career.

The Maybourne Experience

At Maybourne, you’ll discover a vibrant, supportive community that celebrates creativity, entrepreneurial spirit, and innovative thinking. Our nurturing environment empowers you to bring your ideas to life and make your mark in every aspect of your role.

We are deeply committed to your growth, offering a range of tailored development opportunities across all levels and specialisms. Whether refining your craft or expanding your horizons, we help you shape a career as unique as you are.

A Rewarding Career with Maybourne

At Maybourne, we are proud to offer a thoughtfully curated selection of benefits designed to support your wellbeing, nurture your development, and celebrate your milestones - both personal and professional.

Health & Wellbeing

Complimentary access to our all-day dining staff restaurant, offering nourishing and seasonal dishes
Option to purchase up to five additional days of annual leave per year.

Monthly access to subsidised massage and podiatry treatments

A programme of wellbeing initiatives, from mental health support to physical activity

24-hour confidential assistance helpline

On- and off-site Occupational Health support

Life assurance through our Death in Service scheme

Eye care support, including vouchers and contributions towards glasses*

Flu vaccination vouchers*
Cycle to Work Scheme

Recognition & Growth

An extra paid day’s leave to celebrate your birthday

Instant recognition and award programme, celebrating extraordinary contributions

Dedicated in-house training and development to support your personal and professional growth

Monthly colleague awards with generous prizes

Opportunities for internal progression and cross-property moves

‘Introduce a Star’ referral scheme – with rewards of up to £1,500*

Long service celebrations to honour your continued dedication

Financial Care

A highly competitive salary package
Increased holiday entitlement after 3 and 5 years of service
Family-first policies, including enhanced maternity and paternity pay
Season ticket travel loans
A generous pension scheme*
Smart Tech Benefit – Opportunity to buy electrical goods with monthly repayments to help you spread out the cost.

Moments to Remember