Reservations Training and Quality Assurance Manager

Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills,The Maybourne Riviera and The Emory – sixof the world's most renowned hotels, and Surrenne – wellbeing and longevity Member’s Club. Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today’s discerning guests.

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.

As the Reservations Training and Quality Assurance Manager, you will play a pivotal role in driving excellence across the Reservations department by developing team capability, maintaining quality standards, and fostering a culture of continuous improvement.

You will be responsible for designing, delivering, and evaluating training programmes tailored to the operational and commercial needs of the reservations team, ensuring colleagues have the knowledge, skills, and confidence to perform at the highest level. In parallel, you will oversee quality assurance initiatives, monitoring interactions and processes to ensure compliance, consistency, service excellence, and adherence to brand standards.

Your primary objective will be to enhance the guest experience, improve conversion and revenue performance, strengthen product and systems knowledge, and ensure all reservations colleagues consistently deliver exceptional service that reflects the organisation's luxury hospitality standards. By identifying coaching opportunities, supporting professional development, and driving continuous improvement, you will contribute directly to operational efficiency, team engagement, and commercial success.

Your responsibilities will include but will not be limited to:

Training Delivery & Development

• Design and continuously enhance comprehensive onboarding programmes for all new Reservations colleagues.
• Deliver engaging training sessions for new and existing team members, utilising a variety of learning methods including classroom training, role-playing, workshops, simulations, e-learning, and practical demonstrations.
• Provide hands-on training on reservation systems, technology platforms, products, services, and operational processes to drive efficiency and confidence.
• Develop training materials, guides, knowledge resources, and learning pathways to support ongoing development.

Quality Assurance & Service Excellence

• Monitor compliance with departmental SOPs, Forbes Travel Guide standards, LQA standards, data protection requirements, and company policies.
• Develop, implement, and manage a comprehensive Quality Assurance programme across reservations
• Conduct regular reviews of calls, emails, chats, and reservation handling to ensure compliance with brand standards, departmental procedures, and service expectations.
• Partner with operational leaders to ensure quality standards remain aligned with evolving business needs and guest expectations.

Coaching & Performance Development

• Assess colleague performance through observations, quality reviews, call evaluations, knowledge assessments, and practical exercises.
• Deliver constructive coaching, mentoring, and development plans to support individual and team performance.
• Monitor training effectiveness and individual progress, adapting development plans as required.
• Support managers in identifying development opportunities and succession planning initiatives.

Performance Analysis & Commercial Excellence

• Implement and manage KPI benchmarking programmes that measure individual, team, departmental, and competitive performance.
• Analyse quality, conversion, revenue, productivity, guest satisfaction, and service metrics to identify opportunities for improvement.
• Produce regular reports and insights that support informed decision-making and business performance reviews.
• Track the impact of training and quality initiatives against agreed departmental objectives and KPIs.

Documentation, Standards & Governance

• Maintain accurate records of training activities, attendance, certifications, quality evaluations, coaching sessions, and development plans.
• Prepare and distribute training schedules, reports, quality reviews, scorecards, and performance summaries.
• Collaborate with management to create, review, and maintain departmental SOPs, ensuring they clearly define technical, operational, commercial, and emotional service standards.
• Ensure all training and quality documentation remains current, accessible, and aligned with business requirements.

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 extraordinarycareer.

TheMaybourneExperience

AtMaybourne, 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 acareeras unique as you are.

Your dedication and hard work deserve to be recognised and celebrated. That’s why we ensure our rewards are as exceptional as the contributions you bring toMaybourneeach day. In return for your hard work and dedication we offer you:

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

• Exceptional colleague rates of £50 per night across Maybourne properties for you and your family
• A hosted ‘Guest Experience Stay’ — immerse yourself in the full Maybourne experience*
• 50% off food and beverage across our restaurants and bars*
• Invitations to a year-round calendar of cherished colleague events – from the Maybourne Picnic to our festive celebrations
• Thoughtful gifts to mark weddings, new arrivals, and retirements

*Selected benefits are subject to terms and conditions.